AccountId: 011433970860
ContactId: d988f868-6eec-4dd6-941b-538c5b24e5af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198289 ms
Total Talk Time (AGENT): 39550 ms
Total Talk Time (CUSTOMER): 110999 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/d988f868-6eec-4dd6-941b-538c5b24e5af_20250114T18:10_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII]. How are you today?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][POSITIVE] Yeah, yeah, I'm not too bad, just trying to, you know, work my magic with these brokers who can't count.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Look, I need to help on, well, I, I have a
[AGENT][NEUTRAL] What's going on?
[CUSTOMER][NEGATIVE] I have a broker that sent in a group participation form, uh, you know, that I finally got from her. I sent it on Friday, and then [PII] emails me, says, hey, the renewal form shows 7, but we only have 6 enrolled. And, uh, I just got off the, the broker finally returned my call and she sent me, her English isn't so good looking. She's from [PII], but, um, it's group number, it's group number 24609.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just don't have access to her OSC. She's the only one I really should have access to it. But on 24609, which is called Noble Cargo Systems, can you, can you check to see how many people are there? Are there 6 enrolled or 7?
[AGENT][NEUTRAL] There's 6.
[CUSTOMER][NEUTRAL] There's 6 enrolled. All right, do you have, because the lady just emailed me this guy, his last name is [PII]. His first name is [PII]. I do you show him on there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I do.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], uh uh, I don't see that.
[CUSTOMER][NEUTRAL] There's no [PII].
[CUSTOMER][NEUTRAL] OK, um, let's see, group number 24609. Let me just see, because she sent me over a card.
[CUSTOMER][NEUTRAL] Where's his policy number? Let me give you a policy number for him because she sent me over his APL card, which is, go ahead.
[AGENT][NEUTRAL] Oh, wait. Is it [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] He's lapsed.
[CUSTOMER][NEUTRAL] He's laps.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Do you know why he's lapsed?
[AGENT][NEUTRAL] I don't know. Let's see.
[CUSTOMER][NEUTRAL] His card shows [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I see.
[AGENT][NEGATIVE] I don't see why he's lapsed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, let me call the broker back and find out if he's supposed to have coverage since then uninterrupted, and then I'll email [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That gets you, that gets your hands out of everything. Good. OK. All right, thanks. All right, bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, I.
[CUSTOMER][NEUTRAL] All right bye bye.