AccountId: 011433970860
ContactId: eb942cbc-4dec-4869-af13-3a3d508c7509
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252039 ms
Total Talk Time (AGENT): 96648 ms
Total Talk Time (CUSTOMER): 97714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/eb942cbc-4dec-4869-af13-3a3d508c7509_20250214T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have a question. So I am trying to enroll an employee through the system and it says that the effective date is requested prior to today's date. Please call this number. So I am calling the said number because the effective date is gonna be [PII].
[AGENT][NEUTRAL] Oh, you're trying to process it for an effective date of [PII], so you're backdating it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me request that you do that because that's gonna have to be done on our end. Can you send, let me get your name.
[CUSTOMER][NEUTRAL] Yeah, definitely. Uh first name [PII]
[AGENT][NEUTRAL] This is your name?
[CUSTOMER][NEUTRAL] Last name
[CUSTOMER][NEUTRAL] Yep, that's my name.
[AGENT][NEUTRAL] OK, I'm sorry, and the last name?
[CUSTOMER][NEUTRAL] No, you're good. So the [PII] is the first name and the last name is [PII]
[AGENT][NEUTRAL] And you said you're calling on behalf of the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you the admin?
[CUSTOMER][NEUTRAL] Uh, the broker.
[AGENT][NEUTRAL] Oh, you're with the broker's office. Do you have the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm sure I do right here. Let's take a look.
[CUSTOMER][NEUTRAL] Group number is 21114.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] And what is your email address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], so first initial of my first name and then my last name [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. OK, thank you.
[AGENT][NEUTRAL] And what's the name of the group?
[CUSTOMER][NEUTRAL] [PII] I C O R A.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what agency are you with?
[CUSTOMER][NEUTRAL] Risk strategies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, are you, do you work for the broker or are you the broker?
[CUSTOMER][NEUTRAL] I work for the broker.
[AGENT][NEUTRAL] And what's the broker's name?
[CUSTOMER][NEUTRAL] Summer Paramo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that you're trying to get it for an effective date of [PII]. What was the higher date?
[CUSTOMER][NEUTRAL] Um, let me look at this form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] I'm gonna request that you send us an email, uh, [PII].
[AGENT][NEUTRAL] Um, to [PII].
[CUSTOMER][NEUTRAL] [PII] at, what was that last part?
[AGENT][NEUTRAL] Uh, like [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And state that you're needing to enroll, um, state the employee's name, provide the higher date and the effective date that you're wanting it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course put the group number and I'm sure your signature line will specify who you are.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] And then we'll we'll get that to a team that can and put a phone number there too because they may need to reach out to you because of the higher effective date.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, yeah, that sounds good thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Anything else I can help out with today?
[CUSTOMER][POSITIVE] No, it's been great. I hope you have a nice [PII] and Friday.
[AGENT][NEUTRAL] You too, and I forgot to get your phone number.
[CUSTOMER][NEUTRAL] Oh yep, it is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Wonderful, great, thank you, [PII]. Have a good day and a happy weekend as well.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Uh, bye-bye.