AccountId: 011433970860
ContactId: dae34c55-b114-4db0-8119-f5320a11a0a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448709 ms
Total Talk Time (AGENT): 137764 ms
Total Talk Time (CUSTOMER): 225552 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/dae34c55-b114-4db0-8119-f5320a11a0a5_20250305T20:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], I was calling to see if you had a member enrolled, um, they.
[CUSTOMER][NEUTRAL] Submitted a request to update.
[CUSTOMER][NEUTRAL] Um, one of their
[CUSTOMER][NEUTRAL] Name, let me see, one of the members' names.
[CUSTOMER][NEUTRAL] But I wasn't sure if they were enrolled or not.
[AGENT][NEUTRAL] OK, um, can I please get your name and your group number?
[CUSTOMER][NEUTRAL] My name is [PII], spelled [PII]
[CUSTOMER][NEUTRAL] And I'm calling from the broker's office on behalf of the group is the group number is 18746.
[AGENT][NEUTRAL] OK, and you're calling, you said you're calling from the doctor's office on behalf of the group?
[CUSTOMER][NEUTRAL] Um, the broker's office.
[AGENT][NEUTRAL] The broker's office. OK, the phone kind of did a little quirky thing there while we were talking. I wanted to make sure I had it right.
[CUSTOMER][NEUTRAL] It did, it was, it did.
[CUSTOMER][POSITIVE] No, no problem.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm sure
[AGENT][NEUTRAL] Miss [PII], can you please give me the name of the broker's office and the email address for the contact person?
[CUSTOMER][NEUTRAL] The broker's office is [PII] and Brown, [PII] Lauderdale, and the email address for the account manager is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing that's the agent um that we have the information for.
[CUSTOMER][NEUTRAL] Oh, the agent, the email address for the agent.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK. Yes, I don't have that. I really don't have to call you all that much, so I'm not sure what information is needed. Um, is there any other info that can be provided?
[CUSTOMER][NEUTRAL] Outside of the email address for them.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Right, right, um, we just need to make sure that we have the correct agent information so that we can verify the group so that I can give you information because you're not a contact person.
[AGENT][NEUTRAL] So that's why I asked for that because I can't give personal information out without verifying first.
[CUSTOMER][NEUTRAL] Hm, OK. Um, I've never had to give the email address for the agents, um.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I'm gonna look and see if you're in the notes anywhere from previous calls to.
[CUSTOMER][NEUTRAL] Um, maybe not for this particular group. I mean, I don't have to call you as much, so I don't have many, um, groups that, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right. I understand.
[CUSTOMER][NEUTRAL] So I'm just looking at the real, maybe if I can find this on the renewal, the last renewal.
[AGENT][POSITIVE] Yes, that it, it should be on there, yes ma'am, for this group for the agent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which they
[CUSTOMER][NEGATIVE] It's literally one page and I cannot read what it says.
[AGENT][POSITIVE] That's OK, go ahead and take your time.
[CUSTOMER][NEUTRAL] It's only new.
[CUSTOMER][NEUTRAL] Well, it's just a signature, so I'm checking for if there's anything else because it's literally just their signature, but there's no printed name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or email address.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Does it have the agent number?
[CUSTOMER][NEUTRAL] No, the form just said it's only.
[CUSTOMER][NEUTRAL] It only asks for their signature and the date.
[CUSTOMER][NEUTRAL] So I'm checking to see if there was any anything.
[AGENT][NEUTRAL] Are you just
[AGENT][NEUTRAL] Are you just wanting um only to verify if the member has an active policy?
[CUSTOMER][NEUTRAL] Yes, because then I would know if I need to give you guys a request or not to update their name.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, let's do this. Can you verify the group's address?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] You and then what is the member's name that you need to verify if they're on the policy?
[AGENT][NEUTRAL] Or if they have a policy.
[CUSTOMER][NEUTRAL] The member's name is [PII].
[CUSTOMER][NEUTRAL] Yes, the member's name is [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] Can you spell his last name for me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's just a correction to their spouse to their dependents names. So I'm just trying to see if he's even enrolled at all.
[AGENT][NEUTRAL] Right, I understand. OK, let me look and see.
[AGENT][NEUTRAL] I do have [PII] the [PII] on.
[AGENT][NEUTRAL] He does have an active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so his.
[CUSTOMER][NEUTRAL] Spouse's name is uh [PII], I mean [PII].
[CUSTOMER][NEUTRAL] And it needs to be updated to his name, the same um.
[CUSTOMER][NEUTRAL] His last name, so she should show is [PII].
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] I'm actually looking at the policy and that's already been taken care of.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, that's been updated.
[CUSTOMER][NEUTRAL] So are you able to
[CUSTOMER][NEUTRAL] Are you able to tell me when it was updated?
[CUSTOMER][NEUTRAL] And then um that will be it. I'm just curious.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][POSITIVE] Well, did you have a reference number for our call? I really appreciate the help.
[AGENT][POSITIVE] Oh, it's no problem, yes ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, thank you. And just curious, is this group on a feed with you guys or the request was submitted over?
[AGENT][NEUTRAL] I don't have that information. I don't see if it was requested by email or if it was through the file feed.
[CUSTOMER][POSITIVE] Oh, OK. Sounds good. But if you were able to give me a date, so that's, that's good. Thank you for that. I really appreciate the help.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] OK. Have a great day.
[AGENT][POSITIVE] All right, Ms. [PII], I hope you have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] You have a great day also. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.