AccountId: 011433970860
ContactId: fc24842c-56ef-4ed1-ac13-8b77f36aba6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347500 ms
Total Talk Time (AGENT): 115923 ms
Total Talk Time (CUSTOMER): 114814 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/fc24842c-56ef-4ed1-ac13-8b77f36aba6a_20250102T17:24_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] Oops, I was on mute. Hey, [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good [PII] what's going on?
[CUSTOMER][NEUTRAL] OK, so can you look at the, uh, I don't know, let me give you the hub maybe because it's really not a policy number, that's the problem. You want the group or. So basically uh agent is on the other line. They sent um the enrollment information and then the email for the ID cards. Then when they emailed us, I guess that's when we noticed that there wasn't a policy so then a hub was created.
[AGENT][NEUTRAL] What am I
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But then there's some notes in the hub saying that there was an error in the, the way it was enrolled. Can you look at this hub with me?
[AGENT][NEUTRAL] I first of all, give me the group name or number.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Um, it's 242-45.
[AGENT][NEUTRAL] OK, for Arca Arca worldwide, OK, um, let me look at the. Did we send in the hub request or?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, we sent in the hub from the email that she sent requesting the ID cards, but there was no policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the person's name?
[CUSTOMER][NEUTRAL] The person we're talking to is [PII].
[AGENT][NEUTRAL] No, I mean, who's the insured that they were, who they're talking about.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Um, oh God, it's one, I'll spell the, I can try to pronounce it, um, it's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But there's like two names in between too, so I don't know if this is all the last names. I'm sorry.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no, that's OK. So they said, when did they, OK, let's see.
[AGENT][NEUTRAL] Um, let me get to the hub.
[AGENT][NEUTRAL] OK, what I, what's, uh, let me look it up my current number.
[CUSTOMER][NEUTRAL] The hub number I have it for you if you need it.
[AGENT][NEUTRAL] No, I'm gonna look it up by the group number real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] When was the
[AGENT][NEUTRAL] Yeah, what, what's the date? Uh-huh. When was it created?
[CUSTOMER][NEUTRAL] Uh-huh, um, [PII].
[AGENT][NEUTRAL] I don't see one for [PII] for this group.
[CUSTOMER][NEUTRAL] Let me see if there's another.
[CUSTOMER][NEUTRAL] Um, hold on. OK, it was created on [PII]. [PII] responded on the [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, so, and this is a new enrollment. OK, let me, it looks like it's still in process.
[CUSTOMER][NEGATIVE] Is there anything, I don't know how to go about this cause I don't want to tell them, just tell them it's still in processing cause she's asking me what's wrong, cause she has another one that happened the same way and I'm like, um, let me see.
[AGENT][NEUTRAL] Are they
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is the broker calling or the broker's office? OK, um.
[CUSTOMER][NEGATIVE] Well, the agent, yes, broke it off.
[AGENT][NEUTRAL] It's on the [PII], we received this request.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They're supposed to have product, but you can set up the plan code but.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I'm like
[AGENT][NEUTRAL] Please see the attached enrollment. OK, I wanna look at the attached.
[CUSTOMER][NEUTRAL] I'm gonna check back with her. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hello?
[AGENT][NEUTRAL] Yeah, um, what you need to do is get with [PII] and new business and um.
[CUSTOMER][NEUTRAL] Hey, I'm
[AGENT][NEUTRAL] I mean, I think [PII] in new business is confusing the product codes or whatever, but it's just a new enrollment and just ask her for status because the broker's office is calling.
[CUSTOMER][POSITIVE] OK, well thank you very much.
[AGENT][POSITIVE] Oh, no problem. Have a good one.
[CUSTOMER][POSITIVE] You too. Happy [PII].
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Bye.