AccountId: 011433970860
ContactId: f0550949-a53c-4a39-8e63-9c8a654f8958
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280179 ms
Total Talk Time (AGENT): 95040 ms
Total Talk Time (CUSTOMER): 86596 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f0550949-a53c-4a39-8e63-9c8a654f8958_20250102T13:17_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] Hi, [PII], this is [PII].
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Um, hi, I have a provider on the phone trying to verify benefits. She put the insured on the phone and he just recently enrolled through Benefit Mall.
[CUSTOMER][NEUTRAL] With an effective date of [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm looking at the guru article.
[CUSTOMER][NEUTRAL] Um, do you know who the file is sent to when they enroll online?
[AGENT][NEUTRAL] I have
[AGENT][NEUTRAL] I have, well, it would be sent probably to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The enrollment team? I don't know if any of them are on right now.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] Um, well,
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] [PII] is on.
[CUSTOMER][NEUTRAL] She is let me look for her.
[AGENT][NEUTRAL] What group is it?
[CUSTOMER][NEUTRAL] All he has is Benefit Mall. um I believe he said something like poly lift or he said it could be poly Level, P O L Y.
[CUSTOMER][NEUTRAL] And then finally reference to Benefit Mall.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, we have, yes, we have a poly-level, AKA poly lift.
[CUSTOMER][NEUTRAL] And he said it was.
[CUSTOMER][NEUTRAL] OK, Polly.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a group number?
[AGENT][NEUTRAL] Not let me see if they've gotten it yet.
[AGENT][NEUTRAL] Nope.
[AGENT][NEUTRAL] Let me see when this was sent over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I'm not seeing any notes.
[CUSTOMER][NEUTRAL] OK, I'm gonna say [PII] um.
[AGENT][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] A message.
[AGENT][NEUTRAL] Well let me see if we've even gotten the new business forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] We don't even have the pastor app.
[CUSTOMER][NEGATIVE] It puts us in such an awkward position when we take these calls.
[CUSTOMER][NEUTRAL] I mean me telling him, you know, he received the confirmation and then, you know, it's just a difficult situation, always.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I.
[AGENT][NEUTRAL] What I would say is.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] Yeah, it puts us in an awkward position too, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just let them know that we haven't processed the file yet, which is a true statement.
[CUSTOMER][NEUTRAL] Or the file was in OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I'm gonna have.
[AGENT][NEUTRAL] [PII] reached out to the broker.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yeah, Dom Charlie Insurance.
[CUSTOMER][NEUTRAL] Something like that.
[AGENT][NEUTRAL] Yeah, it's [PII] is the broker. Yeah.
[CUSTOMER][NEUTRAL] [PII], I can't read my own handwriting. Yeah, Dennis Charlie, uh, insurances, he did reference his name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see because that name is not familiar, although I don't deal with [PII] that much, but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If he's even appointed.
[AGENT][NEUTRAL] Yeah, he's appointed.
[AGENT][NEUTRAL] Yeah, we'll reach out to him this morning, but um.
[AGENT][NEUTRAL] You see if they can just call back just let them know that.
[AGENT][NEUTRAL] You're in processing we just haven't gotten it processed yet and we'll see if.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We can hustle and get this.
[AGENT][NEUTRAL] Group processed after we get the master app.
[CUSTOMER][POSITIVE] Alrighty, OK.
[AGENT][NEUTRAL] OK, sorry, I didn't have any better answers for you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh-huh. Bye.
[CUSTOMER][NEUTRAL] Bye bye.