AccountId: 011433970860
ContactId: 17cfbe42-7d6b-4e10-a78e-4b9c33873f8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69349 ms
Total Talk Time (AGENT): 23175 ms
Total Talk Time (CUSTOMER): 53848 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/17cfbe42-7d6b-4e10-a78e-4b9c33873f8f_20250130T20:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, did you say this was [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry. I definitely heard that wrong. This is [PII] with the care team. How you doing today?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Perfect. Hey, I might be in not in the right spot, but just in case, I have a group, uh, representative on the line, and she added a newborn dependent, and it looks like even though she was trying to get them effective for um [PII] of last year, it put their effective date at [PII] and she just needs help getting that changed. Am I in the wrong spot or the right spot?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] You're in the wrong spot. This is broker resources, so, um, I would send her to customer service if the dates wrong. Yeah, I would send her to customer service.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, perfect. I was looking at guru for new enrollments and it said something about broker resources if they weren't using the the I don't know so I just was hoping maybe this was the right spot but I will send them to customer service instead thank you so much thanks.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Have a good 10, no problem. Bye.
[CUSTOMER][NEUTRAL] But