AccountId: 011433970860
ContactId: d5396bfc-6d6f-4857-bb0d-bd1e0d5c67e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322670 ms
Total Talk Time (AGENT): 83661 ms
Total Talk Time (CUSTOMER): 146734 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d5396bfc-6d6f-4857-bb0d-bd1e0d5c67e0_20250121T21:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi, [PII]. It's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well how are you doing?
[CUSTOMER][POSITIVE] I'm doing fine, thank you. Trying to stay warm.
[AGENT][NEUTRAL] Huh, I get it.
[CUSTOMER][NEGATIVE] It's a little too cold where I am for me.
[CUSTOMER][NEUTRAL] I have a broker's office on the line. [PII].
[CUSTOMER][NEUTRAL] Um, she is with, I, I'm on a different screen. Shoot, I started making my notes. Hold on one second, [PII].
[CUSTOMER][NEUTRAL] The group she's is 22843.
[CUSTOMER][NEUTRAL] Ellen Sights LLC.
[AGENT][NEUTRAL] OK hang on let me get there.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And she is with um
[CUSTOMER][NEUTRAL] G Claudio Plaza.
[CUSTOMER][NEUTRAL] The IOA USA.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is and her phone number that she gave me as a call back is [PII].
[CUSTOMER][NEUTRAL] And she says she's just wanting to verify the max age that a dependent child can be covered.
[AGENT][NEUTRAL] That's it's [PII].
[CUSTOMER][NEUTRAL] Well, this is [PII] that uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] OK, let me pull up their proposal.
[CUSTOMER][POSITIVE] I think that's right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Is it [PII] I.
[AGENT][NEUTRAL] It's, it's a, it's no, it's I'm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Something like their [PII], I don't know. I don't know.
[CUSTOMER][NEUTRAL] I feel like I used to know that better when I worked over there with new business, but I don't get I could tell you when I've had somebody ask me that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Honestly.
[AGENT][NEUTRAL] See if their proposal is out there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Let
[AGENT][NEGATIVE] Well, brochure doesn't even say.
[AGENT][NEUTRAL] Right
[AGENT][NEGATIVE] That's not cool.
[CUSTOMER][NEGATIVE] That's not cool.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, who is under age of [PII], but
[CUSTOMER][NEUTRAL] Uh, [PII], yeah, [PII] is different.
[AGENT][NEGATIVE] I'm looking at their brochure. Their brochure is wrong. He's just a second.
[CUSTOMER][NEUTRAL] That may be why she's calling to verify it.
[AGENT][NEGATIVE] Uh because I know that's not right for [PII].
[AGENT][NEUTRAL] Let me see if I can pull up one of the policy certificates.
[CUSTOMER][NEUTRAL] That's what I'm trying to do now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] See that's not right. I'm looking at one of them.
[AGENT][NEUTRAL] It says age [PII] on there?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] It says is under [PII] of age or and then it comes, you know, he is incapable of sustaining self self-sustaining employment because mental or physical incapacity, but now it says [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sure that's what she's calling about.
[CUSTOMER][NEUTRAL] I mean she didn't say that, but in looking at you know in looking at the certificate and I just pulled up the first one.
[CUSTOMER][NEUTRAL] Issued under this group.
[AGENT][NEUTRAL] Can you just let her know? I'll call her back, but just let her know that.
[AGENT][NEUTRAL] I need to research it a bit and I will call her and you can give her my name. Tell her I will call her back.
[CUSTOMER][NEUTRAL] It is OK for me to give her your name?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK and um again I'm just gonna repeat her phone number back [PII] mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And are you
[CUSTOMER][NEUTRAL] Uh, you know, with these, we have to be kind of careful today or you're gonna be able to call her today.
[AGENT][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII] her time. I will call her before [PII].
[CUSTOMER][NEUTRAL] You are
[CUSTOMER][POSITIVE] OK, I will let her know. Thank you so much, [PII], and yeah, can you just let us know about this group since I'm assuming all those policy starts are wrong.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yep, I'm guessing so too right yeah I'll give her a buzz.
[CUSTOMER][POSITIVE] Yeah. OK. All right, thank you very much. OK, have a good one.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye.