AccountId: 011433970860
ContactId: c32c3af6-42be-45d6-aae1-68eb4a90071e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249320 ms
Total Talk Time (AGENT): 121392 ms
Total Talk Time (CUSTOMER): 92796 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c32c3af6-42be-45d6-aae1-68eb4a90071e_20250113T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hey [PII], this is, um, my name is [PII]. I'm calling from H&H Insurance Solutions. I was, um, emailing with Morgan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I speak to her or um can you help me?
[AGENT][POSITIVE] Um, I can try to help you. It looks like [PII] is available if you'd rather speak to her, but I can probably help you as well.
[CUSTOMER][NEUTRAL] If you can help me, that was fine um we're working on the renewal for Cowardt Electric, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Do you need the group number?
[AGENT][NEUTRAL] Uh, no, that's OK. How can I help?
[CUSTOMER][NEUTRAL] OK, um, we have 10 enrolled through the, um, medical carrier, and she's saying there's only 9 enrolled through, uh, APL, so I'm trying to find out who we're missing.
[AGENT][NEUTRAL] All right, sure, no problem. Let's see here.
[AGENT][NEUTRAL] All right, um, will be easier if I just tell you who we have.
[CUSTOMER][NEUTRAL] That's fine, yeah.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I put my glasses on so I can see what I'm reading. Uh, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's OK, yeah, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And register
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So no [PII]
[AGENT][NEGATIVE] Uh, no, doesn't look like we've ever gotten an enrollment for [PII] guys.
[CUSTOMER][NEUTRAL] Alright, so that would be who we're missing. What do I need to do to add them on?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, when was, when was I supposed to be enrolled?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Oh, OK. Um, so let's see.
[CUSTOMER][NEUTRAL] Or can we just enroll in an open enrollment because that's now.
[AGENT][NEUTRAL] Uh, for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah we can do that um in lieu of, you know, going back and paying back premium obviously he probably didn't have any claims to submit and or he would have fussed about not getting enrolled yeah um what's a good email [PII] and I'll send you the enrollment template over and then you can just return that and we can have that added in conjunction with the enrollment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or we would have found out already, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, it's uh
[AGENT][NEUTRAL] Or with the um renewal.
[CUSTOMER][NEUTRAL] OK, DIA.
[CUSTOMER][NEUTRAL] NN.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Insurance all spelled out.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] [PII] it's really long.
[AGENT][NEUTRAL] That's OK. OK. [PII]. Got it, [PII]. I'll get this over to you here in just a few minutes and then if you'll just fill out the, it's just a spreadsheet. So so if you'll just fill out the demographic details for him and let us know to add him 101 or 10121.
[CUSTOMER][NEUTRAL] 21, yeah, OK.
[AGENT][NEUTRAL] Good grief. I am having, I am on the struggle bus with this whole [PII] situation.
[CUSTOMER][POSITIVE] It's, it's Monday for everybody I think it's Monday it's good.
[CUSTOMER][POSITIVE] I'm having a time too today.
[AGENT][POSITIVE] Alright, I'll get this over and then like I said just fill it out send it back and we will add him in conjunction with the renewal effort and then that will make you get up to participation.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][POSITIVE] You're welcome [PII]. Anything else I can help with?
[CUSTOMER][NEUTRAL] Alright, nope, that's all.
[AGENT][POSITIVE] All right. Have a great day. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye bye.