AccountId: 011433970860
ContactId: 2081fa70-954c-4842-bbb5-17342c762b39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133639 ms
Total Talk Time (AGENT): 47869 ms
Total Talk Time (CUSTOMER): 52982 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/2081fa70-954c-4842-bbb5-17342c762b39_20250204T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. How are you today?
[AGENT][POSITIVE] I'm good, [PII], how are you?
[CUSTOMER][NEUTRAL] I'm doing OK. Um, I'm a general agent with Benefit Muller Centersstone. Uh, we work with the broker for a group, um, group number is 23,630. We're just trying to see for a member what, uh, if he's enrolled and when is his effective date.
[AGENT][NEUTRAL] OK, let me pull up the uh group here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and then if you could just verify with me [PII], the group name.
[CUSTOMER][NEUTRAL] Uh, 360 Energy Solutions LLC.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] And then what is the um in the uh name of the person we're looking for?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] I'm just gonna spell his last name out, [PII]
[AGENT][NEUTRAL] Yeah, OK, I got him here. Alright, so it looks like he is enrolled and it looks like the effective date I'm showing on policy is [PII].
[CUSTOMER][POSITIVE] Amazing. And that just to confirm, that's for the yeah medical, correct?
[AGENT][NEUTRAL] Yes, ma'am. It's the secondary plan. Uh-huh.
[CUSTOMER][NEUTRAL] Perfect. Uh, [PII], is, is your name still with a, [PII] or without an [PII]?
[AGENT][NEUTRAL] My name has an [PII] at the end, and then my last initial is [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect. Thank you so much for all your help. I hope you have an amazing rest of your day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.