AccountId: 011433970860
ContactId: 2b0f3119-46a2-4add-b4d6-dee272b4ade3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105290 ms
Total Talk Time (AGENT): 45153 ms
Total Talk Time (CUSTOMER): 45323 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2b0f3119-46a2-4add-b4d6-dee272b4ade3_20250219T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII]. My name is [PII]. I'm a general agent with Centersstone or Benefit Mall. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing OK. Um, I'm just calling to follow up. We sent in a uh member enrollment for a group, um.
[CUSTOMER][NEUTRAL] Effective 21 for medical, we're just trying to see if it's been processed.
[AGENT][POSITIVE] All right, I can help you with that. And
[AGENT][NEUTRAL] I apologize. What was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII] and what is that callback number, [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, uh, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the group number? Let me check for you.
[CUSTOMER][NEUTRAL] Yeah, uh, 22717.
[AGENT][NEUTRAL] And the last name of the employee?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am, [PII], his policy is active as of [PII].
[CUSTOMER][POSITIVE] Amazing. Is there a reference number for our call today, [PII]?
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII] Anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] Oh, thank you, Ms. [PII] for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Have a great one. Bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.