AccountId: 011433970860
ContactId: ff7d2b25-37b6-472c-9be8-f746081d917c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224479 ms
Total Talk Time (AGENT): 88434 ms
Total Talk Time (CUSTOMER): 91935 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/ff7d2b25-37b6-472c-9be8-f746081d917c_20250117T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII]. My name is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well [PII], how are you?
[CUSTOMER][NEUTRAL] I'm doing OK. Um, I am a general agent with Thunderstone or Benefit Mall. Uh, I have a group that we're working on. Um, I can give you their group number. We're just trying to, we sent in a request to enroll a member. We're trying to see if it's been processed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, we can check on that. Uh, let's see, before I get that group number, [PII], can I get a good call back number from you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, of course, call back is [PII].
[AGENT][NEUTRAL] OK thank you and then I will go ahead and take that group number.
[CUSTOMER][NEUTRAL] 253-21.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Is that add investment strategies?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] See, I don't see you as the agent, [PII]. um, let's see, can I get your email address?
[CUSTOMER][NEUTRAL] Uh, so I'm a general agent. Uh, the, the, the writing agent for this group is
[CUSTOMER][NEUTRAL] Give me one moment, see if I have a better.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] related please. um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, so I'm with, I'm, I'm a general with Benefit Mall or Sunstone.
[AGENT][NEUTRAL] OK, so you're not with the Polanco group?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] No, no, no, no.
[AGENT][NEUTRAL] OK, you said it was called Centersstone?
[CUSTOMER][NEUTRAL] We work
[CUSTOMER][NEUTRAL] Centersstone or Benefit Mall?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and so you said that there was a new enrollment uh for an insured we just wanted to verify that we have been we received that.
[CUSTOMER][NEUTRAL] Received and if it's been processed.
[AGENT][NEUTRAL] OK, what was the name for the insured?
[CUSTOMER][NEUTRAL] Uh [PII]. So [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a moment, let me see if I can see him.
[AGENT][NEUTRAL] I sure do. Let's see.
[AGENT][NEUTRAL] Yeah, I've got, uh, what do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] I do, uh, [PII].
[AGENT][NEUTRAL] OK, yep, perfect, um, I do see his policy up and running, uh, the secondary medical.
[AGENT][NEUTRAL] Is that right? OK, yep, his policy is good to go. Did you need that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Uh, yes, please, that'd be amazing.
[AGENT][NEUTRAL] OK, yeah, it is uh 02.
[AGENT][NEUTRAL] 58
[AGENT][NEUTRAL] 5848.
[CUSTOMER][NEUTRAL] 48, perfect. And then [PII] just
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, just remind me, you guys don't do reference numbers, right? You guys just do like your name and last name or oh, OK, what's.
[AGENT][NEUTRAL] Oh yeah we can yeah it would be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Perfect, that's what I thought. What's your last solution?
[AGENT][NEUTRAL] All right. Yes.
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright awesome well I hope you have a great weekend thanks for giving us a call.
[CUSTOMER][POSITIVE] You too. Thank you again. Bye now.
[AGENT][POSITIVE] Thank you. Bye bye.