AccountId: 011433970860
ContactId: 3201d8fe-e69a-4000-862d-9269fddde077
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87139 ms
Total Talk Time (AGENT): 39108 ms
Total Talk Time (CUSTOMER): 39021 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3201d8fe-e69a-4000-862d-9269fddde077_20250422T21:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling because I'm the administrator of our program for our company.
[CUSTOMER][NEUTRAL] And I was trying to figure out um if to add somebody, is it too late if I bought, if I did this through a broker?
[AGENT][NEUTRAL] So there's no like enrollment periods for us. If you have an enrollment period for your group, um, that's different, but they, you can enroll at any time.
[AGENT][NEUTRAL] And terminate.
[CUSTOMER][NEUTRAL] So if I have an enrollment, uh, OK, if I have an enrollment period for my group, but I want to enroll somebody from our group, do they, would they be able to enroll or they would have to add it, do it on their own because it is a, it, I mean, it doesn't really make a difference.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you, as long as they're fulfilling that.
[CUSTOMER][NEUTRAL] Uh, uh, I mean, because it's, it's
[AGENT][NEUTRAL] So what I'm saying is that
[CUSTOMER][NEUTRAL] The payment?
[AGENT][NEUTRAL] As long as they're fulfilling your open enrollment time frame, you can then send the enrollment to us at any time. There is no deadline with APL, so you can send enrollments in as long as it's OK with whatever y'all have in place. It's fine. You can submit it at any time.
[CUSTOMER][POSITIVE] Got it. Got it. OK. OK. Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Right.