AccountId: 011433970860
ContactId: ece397a3-bf01-42be-898b-a941a2e17d48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505519 ms
Total Talk Time (AGENT): 283824 ms
Total Talk Time (CUSTOMER): 153284 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ece397a3-bf01-42be-898b-a941a2e17d48_20250609T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from [PII] Agency. I spoke a few moments ago to [PII], um, and she verified, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, the enrollment of one of our, um, client's employees, but I needed their insurance information as well. Is that something you can assist me with?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, what you mean like their policy number and that information?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] OK, let me see if it may just show them active and not have all of that information added yet, but let's take a look. It just depends on on how long ago it was it was done.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] So let me see what I can find out.
[CUSTOMER][NEUTRAL] OK, I mean she did mention that it was active as of [PII] so of this year hopefully.
[AGENT][POSITIVE] 00, OK, then yeah, I should definitely be there.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] OK, great. Thanks.
[CUSTOMER][NEUTRAL] I was kicking myself out like I was just on the phone with her and I totally forgot to grab that information.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, that's OK. Let me, and you're gonna have to bear with me a little bit because I am the newest one on the team, so I don't skate through all of that information. Oh thanks, yeah, I don't skate through all of that information quite as easily as [PII] does.
[CUSTOMER][POSITIVE] That's OK, take your time.
[CUSTOMER][POSITIVE] Oh well congrats to you.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] If you would like to press one and you will receive a call back and retain your place in line.
[CUSTOMER][NEUTRAL] It is for [PII] and whenever you're ready I could provide uh the group number.
[AGENT][NEUTRAL] If you would like to learn more about our privacy privacy, please go to [PII]. Again, that is [PII].
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] 23078.
[AGENT][NEUTRAL] Alright now.
[AGENT][NEUTRAL] Please hold for the next available agent.
[AGENT][NEUTRAL] OK. And let's see here.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] And what is the
[AGENT][NEUTRAL] Insured's name.
[CUSTOMER][NEUTRAL] I'm sorry? Oh yes, sorry. It is [PII].
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Last name is [PII]. I could spell that out for you if you need.
[AGENT][NEUTRAL] OK [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And last name.
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you know we offer a wide range of appliances. Alright, let me put you on hold for just one second, OK? Thank you.
[CUSTOMER][POSITIVE] No problem, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] you know we offer comprehensive plan. Oh lovely I just close out of it and close line all the way out.
[AGENT][NEUTRAL] Um, I.
[AGENT][NEUTRAL] M N G R PIF and I have the group number but I'm, it's the lady that you just spoke to that you verified the employment for.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, and I can't.
[AGENT][NEUTRAL] From the GRP how do I find?
[AGENT][NEUTRAL] The employees in the group to get her number like her insurance number all of that.
[AGENT][NEUTRAL] OK, that's the right person policy.
[AGENT][NEGATIVE] Oh yeah, why am I so retarded? Oh, I can't say that. Why am I so challenged?
[AGENT][NEUTRAL] OK. [PII] is her first name. Uh, now I can't go, I just saw her. [PII], there she is. OK. And so I just give her the, her, the policy number. OK. OK, thanks. Alright, bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you for holding. All right, I have the policy number now. Um, just, are you ready for it? I'm sorry.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Oh, no, that's fine.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] OK, it's 02583676.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm gonna read that back to you just wanna make sure that I have it down correctly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 02583676 correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, great. And is there a possibility that um an ID card can be sent?
[AGENT][NEUTRAL] Yeah, we can um have that requested mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Awesome, um, that'd be great to have it sent to the employee. Also, um, is there a way maybe via email, um, for, um, for me to receive it so I could forward it as well, like a digital?
[AGENT][NEUTRAL] Yeah, um, yes, I will have to submit for that, so it will probably be by end of business day today that you receive it. What is, what is the email address you want it sent to for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK. Yeah, of course. It's gonna be my first name, which is [PII]
[AGENT][NEUTRAL] Uh-huh. If you would like to learn more about our privacy policy, please.
[CUSTOMER][NEUTRAL] Period.
[CUSTOMER][NEUTRAL] Last name is [PII] [PII], [PII], [PII].
[AGENT][NEUTRAL] [PII] / [PII]
[AGENT][NEUTRAL] [PII]/privacy. OK, M as [PII], A as in apple, T as in Tom, O, S as in Sam.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] OK at.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII]h.
[CUSTOMER][NEUTRAL] MMA.com.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I will get all of that information input.
[AGENT][NEUTRAL] Please hold for the next available agent.
[CUSTOMER][POSITIVE] Awesome, thank you so much and your name again?
[AGENT][NEUTRAL] You're welcome. My name is Shallon. It's S H A L L O N.
[CUSTOMER][POSITIVE] Thank you, Sharon. I appreciate all your help and I'll look forward to that email.
[AGENT][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] All right bye bye.