AccountId: 011433970860
ContactId: cec38a04-b542-4289-8a80-d04234dd4aaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384100 ms
Total Talk Time (AGENT): 121277 ms
Total Talk Time (CUSTOMER): 273739 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/cec38a04-b542-4289-8a80-d04234dd4aaa_20250530T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Uh, hi [PII], my name is [PII]. I am with Benefit Solutions, a broker's office, and I'm calling about one of our accounts that we have there, um, with APL, and I have, uh, apparently, uh, a new person, uh, for APL that we're supposed to be contacting however I've been trying to get in touch with I believe it's a female her.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Pretty much all day today and I can't seem to get through uh or get a call back um.
[AGENT][NEUTRAL] OK, who, who is it that you're supposed to be reaching out to?
[CUSTOMER][NEUTRAL] I believe it's [PII].
[AGENT][NEUTRAL] Oh yeah, [PII] is out of the office until next week. Did you not receive an out of office email?
[CUSTOMER][NEUTRAL] No, I didn't.
[AGENT][NEUTRAL] Oh, that's weird. It shows that it's on.
[AGENT][NEUTRAL] For us, so I don't know why.
[CUSTOMER][NEUTRAL] It that it it proba it probably is uh I've been having some issues today uh with being able to log in to the and it's just been crazy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] One of one of the account, uh, the carriers that I was just in just not 10 minutes ago now I'm locked out. I, I have no idea why so.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah, so anyway, but I mean I just have really and truly a basic question would you be able to help me or?
[AGENT][POSITIVE] OK. How can I help you? I can definitely try.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well you know that's all we all can do, uh, this is on Corral leasing.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think y'all may have them as ANI auto parts.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but their number, their number with, um, uh, with APL is 224-69.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what question are you having with them?
[CUSTOMER][NEUTRAL] Um, the, uh, girl at, um, Coral leasing gave me a call this morning, uh, and her name is [PII]. Uh, she was calling just to make sure that everything because it's their renewal, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh she was calling to make sure that uh everything had been you know completed had been submitted through and everything unfortunately for us here at Benefit Solutions, the person that was handling this is no longer with our company, so I'm kind of flying by the seat of my pants here um so by what uh the broker [PII] Soon is telling me is that yes everything you know was sent through, uh, they added an office policy.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Uh, writer as well to their benefits, uh, so you know, made them a little bit richer and everything, so I, I just need to know if, um, you know, do you see that that or can you see if that is the case that it's been, uh, submitted or received implemented, uh, or anything like that?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so there's a couple of different areas that I have to go to look for that so yes I will do that research for you and give you a call back to let you know um who if if we perceived everything we need for the enrollment period um can you, I have the group number but can you give me both of those names one more time?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh yes, uh, it's um Corral, like a horse corral, C O R R A L leasing.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but their DBA is ANI Parts Center.
[AGENT][NEUTRAL] OK, and I.
[CUSTOMER][NEUTRAL] It's an auto parts store.
[AGENT][NEUTRAL] OK, center, OK, um, and what is a good call back for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is [PII] and then I've got one more thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now, um, in talking with, um, the girl at, uh, [PII] at Coral leasing, uh, she said that and this is what got the whole thing started up. She went out there to pull the invoice because she said she, uh, you know, wanted to make sure she had the June invoice, you know, in hand, and, um, she said that it was, it was not showing anything out there with an invoice so I logged in, uh, to, you know, APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now it again maybe I might not have the same access that she would being the the client um but I didn't see an invoice out there for June either.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so we need to find a June invoice as well.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me do some digging.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I will get back with you within the hour and let you know what I have found out.
[CUSTOMER][NEUTRAL] OK perfect yeah OK and I'll let her know too. I don't know uh they're way, way far up in the panhandle of [PII]. I don't know if the time zone up there changes uh or not. I think they're on the same time zone, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's, it's all.
[AGENT][NEUTRAL] Yeah, it, we're all Central Standard Time, so, um, because I'm in [PII], so, uh, you know, I don't suspect you'll hear back from me later than [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, no, and I, girl, I live here practically, so, um.
[CUSTOMER][POSITIVE] At least most days it feels that way, uh, so anyway, but yes, that that'll be fine if you, if you would I sure would appreciate it and I do appreciate the help.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Yeah, no worries. OK, I will get back with you. And what was your, your name again? I'm sorry.
[CUSTOMER][NEUTRAL] That that's OK. My name is [PII] Yeah, I'm the, you know, some people get the me and [PII] confused because she's [PII] and my real name is [PII], so you know, it's kind of like, you know, I just go by [PII] so.
[AGENT][POSITIVE] [PII], that's good. OK.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] Yeah, OK. OK. All right, well, let me do something for you. Yeah, thank you, and I will get back with you, um, with I have some information.
[CUSTOMER][POSITIVE] Yeah, all right well thank you again I appreciate it.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right thank you bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.