AccountId: 011433970860
ContactId: dcdfba24-2571-4a0a-a93b-27306533b784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296809 ms
Total Talk Time (AGENT): 149354 ms
Total Talk Time (CUSTOMER): 79867 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/dcdfba24-2571-4a0a-a93b-27306533b784_20250328T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling from a broker's office. I need to email over an enrollment form to correct a higher date which then changes an effective date.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can can you tell me where I can find an enrollment form for APL?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and you said you're needing an enrollment form to in order to send over a change. OK, so yes ma'am, well I can partially help you [PII]. What I'm gonna need to do is to um pull up the group's information, verify a couple of things with you, and then I can get you connected with the proper department to be able to help you with that, OK? So what is your last name?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And then what is a good callback number for you please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the group number please.
[CUSTOMER][NEUTRAL] 22306
[AGENT][NEUTRAL] OK, thank you so just one moment and let me get that information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is this the name of this group, [PII], that you're calling about?
[CUSTOMER][NEUTRAL] Teen battle need and company.
[AGENT][NEUTRAL] OK, thank you and the agent?
[CUSTOMER][NEUTRAL] Digital insurance.
[AGENT][POSITIVE] OK, I'm so sorry.
[AGENT][NEUTRAL] OK, and the agent of record for this group?
[CUSTOMER][NEUTRAL] Digital insurance.
[AGENT][NEUTRAL] Well, who's the agent?
[AGENT][NEUTRAL] Not the
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. All right. So just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what I, what I will do instead of transferring you, I will send a request to have uh someone to reach out.
[AGENT][NEUTRAL] To you
[AGENT][NEUTRAL] Let me, let me, we've just recently had a couple of changes, so just let me, give me just a second, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To look at something. I wanna make sure I'm telling you right.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Now, are you all enrolled on the online service center?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I am logged in to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. OK. So now,
[CUSTOMER][POSITIVE] And I I can manually enroll people that from here.
[AGENT][POSITIVE] Yes, you can do that. Now what I can do is I can, yes, you can go there to do that. I can also, I will connect you instead of sending a request. I will send over, um, I can connect you with broker resources and they can help you, you know, with regarding the applications.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so is there anything else that I can help you with first, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. I think that's it.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope that you have a very nice weekend.
[CUSTOMER][POSITIVE] Thanks. You too, [PII].
[AGENT][POSITIVE] Yes, ma'am. Thank you very much. So one moment, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, good morning, Miss [PII]. It's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey good how are you? It's Friday.
[AGENT][POSITIVE] I am good. Yay, [PII].
[CUSTOMER][POSITIVE] Yes, exactly. Yeah, exactly.
[AGENT][NEUTRAL] Well, I have [PII] on the line. She's with, uh, [PII]'s office with one digital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's needing to get enrollment forms um for, for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For them, OK. I can help her.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I verified her callback number she gave me, [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you. I'll take care of it. Have a good day.
[AGENT][POSITIVE] All right, you're the best. Thank you. Have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right, bye bye.