AccountId: 011433970860
ContactId: 3c6cca7d-0bf1-42f7-8cb2-4b2e1ef0bc9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135589 ms
Total Talk Time (AGENT): 56830 ms
Total Talk Time (CUSTOMER): 74058 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/3c6cca7d-0bf1-42f7-8cb2-4b2e1ef0bc9d_20250328T14:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, good morning, Miss [PII]. It's [PII]. How are you?
[AGENT][POSITIVE] Hey good how are you? It's Friday.
[CUSTOMER][POSITIVE] I am good. Yay, fri fri.
[AGENT][POSITIVE] Yes, exactly. Yeah, exactly.
[CUSTOMER][NEUTRAL] Well, I have [PII] on the line. She's with, uh, [PII]'s office with one digital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's needing to get enrollment forms um for, for them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For them, OK. I can help her.
[CUSTOMER][NEUTRAL] Yes, and I verified her callback number she gave me, [PII]'s [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I'll take care of it. Have a good day.
[CUSTOMER][POSITIVE] Alright, you're the best thank you have a great weekend.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII]. [PII] said that you need some enrollment forms sent to you for your to enroll some people. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I need, I need to, we have someone enrolled but I need to correct her higher date which then corrects her effective date.
[AGENT][NEUTRAL] Got you, got you. Do you have a group number? I'm sorry.
[CUSTOMER][NEUTRAL] And I called earlier and was told I needed, I do it, no, that's OK, 22306.
[AGENT][NEUTRAL] Oops my computer did something weird. 62306.
[CUSTOMER][NEUTRAL] 22306 sorry.
[AGENT][NEUTRAL] OK, sorry. 22306.
[AGENT][NEUTRAL] And [PII] and Company.
[AGENT][NEUTRAL] So for them, is it for the med link?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, and where do you want me to send the application?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII], [PII]
[CUSTOMER][NEUTRAL] [PII] and [PII] [PII].
[AGENT][NEUTRAL] Oh, OK, [PII]. OK, I will send an enrollment form over to you. Was there anything else that you needed?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] OK, you're most welcome. You have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] Mhm bye bye.