AccountId: 011433970860
ContactId: 42c5f19b-75b9-4512-a1d6-71ed92ef5067
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75830 ms
Total Talk Time (AGENT): 15118 ms
Total Talk Time (CUSTOMER): 47169 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/42c5f19b-75b9-4512-a1d6-71ed92ef5067_20250304T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] with governmental Management Services.
[CUSTOMER][NEUTRAL] And we just went through open enrollment um with the new policy starting on [PII] and I'm trying to enter some new um employees into this into your system and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm getting
[CUSTOMER][NEUTRAL] Error messages um like uh so I clicked on open enrollment, the open enrollment date is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like there's no numbers on there and then effective date has the same thing so it's not letting me roll through um to add employees.
[AGENT][NEUTRAL] OK, so the, uh, uh, that was what I was gonna ask. It's not the specific employees, it's just not letting you add any at all, is that correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK. Weird. All right, we can take.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?