AccountId: 011433970860
ContactId: c903e8dc-6bfc-49c9-8464-17f229a3fe88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206440 ms
Total Talk Time (AGENT): 115074 ms
Total Talk Time (CUSTOMER): 67014 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c903e8dc-6bfc-49c9-8464-17f229a3fe88_20250103T20:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I'm good. How are you?
[AGENT][POSITIVE] I'm good. What's going on?
[CUSTOMER][NEUTRAL] Good, um, I have the broker on the phone, um, his name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, he is for group number.
[CUSTOMER][NEUTRAL] 20089.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] What's he looking for?
[CUSTOMER][NEUTRAL] He said that he emailed an enrollment to APL Florida sales on [PII] for an Oscar Zuniga.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's just calling to verify if this gentleman has been enrolled and I don't see that he, oh, OK.
[AGENT][NEUTRAL] No, he hasn't, but we, I know, I know we have the um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Enrollment.
[AGENT][NEUTRAL] The enrollment. Let me verify, yes, um, we are working on it, um, it hasn't been submitted yet, um but we do have it.
[CUSTOMER][NEUTRAL] OK. Can I let you talk to this gentleman?
[AGENT][NEUTRAL] You sure can.
[CUSTOMER][POSITIVE] OK, here he comes, thank you so much.
[AGENT][POSITIVE] Thanks. Thanks, [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] Pretty good. We, we do have the enrollment for [PII], but it it's still in process.
[CUSTOMER][NEUTRAL] Why would it take this long?
[AGENT][NEUTRAL] Um, I know that there were some questions, so hold on, let me read up on it and let me see what.
[CUSTOMER][NEUTRAL] I mean I never got any emails from you guys saying there were questions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, there was, his social was not on the application. Um, do you happen to have his social and I can take it over the phone.
[CUSTOMER][NEUTRAL] No, I don't have it handy.
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] I'll have to call. I'll have to I'll have to call them.
[AGENT][NEUTRAL] OK, that's what it looks like they, uh, our new business team who was processing the enrollment, uh, came back and said that that was missing on the application. So if you can get me that, um, you know, like Monday or so, um, well I can speed the application through.
[CUSTOMER][NEUTRAL] Why, why didn't they reach out to me [PII]?
[AGENT][NEUTRAL] Um, [PII], I really don't, I, I don't know why. I, I don't, I was out last week, so I don't have any history of um.
[AGENT][NEUTRAL] What was going on. I just, I can see the email um right now that my colleague was working it and that they.
[AGENT][POSITIVE] We're needing this social, that's all I got. I apologize. Normally we would totally reach out to you.
[CUSTOMER][NEGATIVE] Yeah I mean um I I don't know why she didn't reach out to me it doesn't even make sense.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, what group is this for?
[CUSTOMER][NEUTRAL] Ceramic Arts.
[AGENT][NEUTRAL] Oh, ceramic arts.
[CUSTOMER][NEUTRAL] What what's your direct number? I'll call you right back.
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, I'll call you back.
[AGENT][POSITIVE] Perfect. Thanks, [PII].
[CUSTOMER][NEUTRAL] Bye.