AccountId: 011433970860
ContactId: 3f9b01d3-3b89-464e-ba98-b4968aab11bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187160 ms
Total Talk Time (AGENT): 38558 ms
Total Talk Time (CUSTOMER): 95178 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/3f9b01d3-3b89-464e-ba98-b4968aab11bb_20250327T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning, [PII]. [PII], I just wanted to check on a few employees that we make sure that they got enrolled. The first one is with a group called Genius SIS. Genius is [PII] SIS.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, give me just a second. I'm gonna have to find the um group number. Give me just a second.
[AGENT][NEUTRAL] 0339.
[AGENT][NEGATIVE] OK, um, oh, come on.
[AGENT][NEUTRAL] Who are we looking for?
[CUSTOMER][NEUTRAL] Uh, her name is [PII]. Last name is [PII]
[CUSTOMER][NEUTRAL] I don't know the rest of it. It's like [PII] or something like that. [PII] or something like that. I know, here it is [PII]
[AGENT][NEUTRAL] Uh, I
[AGENT][NEUTRAL] I don't see her.
[CUSTOMER][NEUTRAL] OK, I sent it to you to enroll her the other day. I mean, let me tell you her effective date.
[AGENT][NEUTRAL] Oh, she's pending. Yeah, she's pending, so she should be on there soon.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I do see her.
[CUSTOMER][NEUTRAL] 51 is the effective date.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do see her.
[CUSTOMER][NEUTRAL] Yeah, so she's a 51, so she'll be OK?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright. And then for chem index CEM C H E M index I N D EXEM index. I have two new hires that I had sent you wanna make sure that we show them in the system.
[AGENT][NEUTRAL] And who are we looking for?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I do see him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and he's effective for 61 though I believe.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and also I have another employee there for um.
[CUSTOMER][NEUTRAL] Uh, for the same group and her name, her last name is [PII], and her first name is a hyphen like a hyphenated name. I think it's like [PII] or something like that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do see her as well.
[CUSTOMER][NEUTRAL] She's also a [PII].
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] Yup, she's active.
[CUSTOMER][POSITIVE] OK, sounds like a plan thank you very much.
[AGENT][POSITIVE] All right, yeah, enjoy your day.
[CUSTOMER][NEUTRAL] They, so they're 61s though, so they're, you know, they're in the system but they're not gonna be effective till 61.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alrighty thank you much thank you bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye.