AccountId: 011433970860
ContactId: f0251fac-2a7d-4d51-ac01-f957643a66b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177789 ms
Total Talk Time (AGENT): 96840 ms
Total Talk Time (CUSTOMER): 56930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f0251fac-2a7d-4d51-ac01-f957643a66b0_20250106T14:47_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling because I just recently signed up um with this insurance through my employer, um, but I'm having an issue enrolling on the website, so I said to give you guys a call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, um, let me look into that for you today. Can I have your name real quick?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And do you have the policy number handy?
[CUSTOMER][NEUTRAL] No, I don't. I, I don't have any of that information. I haven't received the card in the mail as of yet.
[AGENT][NEUTRAL] OK. Has your insurance already started?
[CUSTOMER][NEUTRAL] Yes, it started [PII].
[AGENT][NEUTRAL] Start of [PII], OK. Let's take a look at that for you, and then I can search for your.
[AGENT][NEUTRAL] Policy under your social security number if we don't have that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me know when you're ready.
[AGENT][POSITIVE] Oh, I'm ready when you are, my friend.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And can you verify for me your
[AGENT][NEUTRAL] Can you verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. And then could you verify for me your mailing address and just your mailing address on file?
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me just one second. So I'm looking at the policy we have for you, and it looks like the policy we have ran from [PII], but I don't have any new policies listed on file for you yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does it take some time to go into effect on you guys' end or?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] It could be just like a matter of paperwork and getting everything put in. Um, you might reach out just to your HR group and make sure everything's good on their side.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I am so sorry. I wish I could, I had really good news or something. I'm so sorry. I'm not exactly sure what's going wrong or where the, the disconnect was, but I definitely would recommend reaching out to your HR group and seeing if there's like paperwork on their side that still needs to come through.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, no problem. I will do. Thank you.
[AGENT][POSITIVE] Perfect. Well, I wish you the best of luck, Ms. [PII]. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.