AccountId: 011433970860
ContactId: 27677d80-1b41-4570-a634-4e81112a55c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495850 ms
Total Talk Time (AGENT): 123846 ms
Total Talk Time (CUSTOMER): 68470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/27677d80-1b41-4570-a634-4e81112a55c2_20250116T15:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, yeah, I, I have uh some questions on some enrollments, um, I'm calling from the broker's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and who am I speaking to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Much better this time around.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] And how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Well, I've got group number.
[CUSTOMER][NEUTRAL] Hang on a second.
[CUSTOMER][NEUTRAL] 23925.
[AGENT][NEUTRAL] 23925. OK, let me get that pulled up, just one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Well, we sent in a bunch of, uh, open enrollment changes and they just don't seem to be have been completed. So I was just curious.
[CUSTOMER][NEUTRAL] Why is that?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Cause I received confirmation.
[AGENT][NEUTRAL] And these were all to be effective [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm seeing like [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, I'm looking, I'm looking.
[CUSTOMER][NEUTRAL] [PII], that's the first name?
[AGENT][NEUTRAL] [PII] is the first name. Last name is [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah, I see that.
[AGENT][NEUTRAL] OK, she's active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, let's see, actually, let me pull a group detail report that'll be faster and easier for both of us.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, I am seeing [PII], a total of 1234567 that were effective [PII]. So [PII].
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and [PII], and they're all active.
[CUSTOMER][NEUTRAL] Neural active, but um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And it looks like all must be individual coverage except for.
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] Well, uh, [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII] has a spouse, but the spouse wasn't added.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] No, I'm still showing him on individual coverage.
[AGENT][NEUTRAL] And that was on the enrollment?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh template that you sent over.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll have to double check it.
[AGENT][NEUTRAL] Uh let me, let me pull it up and see what I can find here.
[AGENT][NEUTRAL] You actually sent in applications, OK.
[AGENT][NEUTRAL] Still scrolling through here to try and find his application.
[CUSTOMER][NEUTRAL] Yeah, it was too
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was doing the same thing.
[AGENT][NEUTRAL] No, I don't see it in that file.
[AGENT][NEUTRAL] Here's [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] They didn't do it because it says no change.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So if we need to add the spouse, we'll need something.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] Yeah, if you can just send something over to us um explaining because it does say next to spouse add but then at the bottom where the gap APL it says no change. So we've got contradiction of what he was wanting here.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're quite welcome. Is there anything else I can do for you, [PII], while I have you on the phone?
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, well thanks so much for calling ATL you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] All right, bye bye.