AccountId: 011433970860
ContactId: ee519d69-1786-45ca-b6f4-6287879613f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154679 ms
Total Talk Time (AGENT): 67926 ms
Total Talk Time (CUSTOMER): 55788 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ee519d69-1786-45ca-b6f4-6287879613f2_20250620T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Um, I'm a broker calling, calling, what information do you need?
[AGENT][NEUTRAL] Um, your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Just make sure that you're an appointed broker with us.
[CUSTOMER][NEUTRAL] Well, it would be associated Financial Logan Munshine.
[AGENT][NEUTRAL] Associated financial.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what's going on?
[CUSTOMER][NEUTRAL] I'm trying to enroll somebody on the portal and it says if if the effective date requested is prior to today's date please call APL.
[AGENT][NEUTRAL] Yeah, you just have to send anything that needs to be retro backdated so if you're trying to do for 61, we have to do that internally we have to send that to our new business department, yeah, you won't be able to do that online.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Then they say call and.
[CUSTOMER][NEGATIVE] And press option 4. I pressed option 4. I was on hold for like 45 minutes. Nobody picked up the phone.
[AGENT][NEUTRAL] Mm, I apologize. I don't.
[CUSTOMER][NEUTRAL] And which email do I send?
[AGENT][NEUTRAL] Yeah, I don't know what option 4 is, um, you can send it to um.
[CUSTOMER][NEUTRAL] Which email do I send it to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, but if you have any of those in the future they'll always have to be sent to us.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, do I just say please enroll her, please enroll this person with the
[AGENT][NEUTRAL] Yeah, and then just if you have an application, yeah, an application or um I don't know if like if you're sending it from a secure website, but you can also just put it in the body of the email, but we just need like all of her information for enrollment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. OK, thank you.
[AGENT][POSITIVE] Of course I hope you have a good day.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][NEUTRAL] Bye.