AccountId: 011433970860
ContactId: 4de019ce-6a37-4935-b5f9-24c80ea44016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513380 ms
Total Talk Time (AGENT): 149332 ms
Total Talk Time (CUSTOMER): 93648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/4de019ce-6a37-4935-b5f9-24c80ea44016_20250124T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, my name is [PII] with Hotel Insurance.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I am trying to enter a couple of members for a group, uh, they're in open enrollment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But the system is not allowing me to use the the 1125 days.
[AGENT][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Is there anything prior to this state we have to call in.
[AGENT][NEUTRAL] OK, so we would have to process them um since it's already the past date for the month um would you be able to send us the list of the new employees to our um.
[AGENT][NEUTRAL] Care team email so we can process them.
[CUSTOMER][NEUTRAL] Oh, it's not a problem. Is there a spreadsheet that you use, uh, any, um, specific format, or just send the required information?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, we do have a spreadsheet. Um, I can email it to you. Um, what state is it for?
[AGENT][NEUTRAL] Or a group
[CUSTOMER][NEUTRAL] The group is C in North America. The group number is 24089 24089.
[AGENT][NEUTRAL] 4089 alright.
[AGENT][NEUTRAL] And is it for um
[AGENT][NEUTRAL] OK, it's [PII], it's only Medlink.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And like the last.
[AGENT][NEUTRAL] Alright, um, give me just a second and I will, um,
[AGENT][NEUTRAL] And get the file for the enrollment. Um, what is a good email address? Is it the one from uh the group?
[AGENT][NEUTRAL] Accounting at register.
[CUSTOMER][NEUTRAL] No, I'm not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, you'll be sending it to [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I think I missed a couple letters at the end. OK, I'm just gonna make sure I have it correct. [PII]
[CUSTOMER][NEUTRAL] Mhm. [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] NO
[AGENT][NEUTRAL] And no, OK.
[CUSTOMER][NEUTRAL] So it should be [PII].
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] All right. I will work in a couple of minutes, uh, well, I will make sure first that I can um I get the email delivered.
[CUSTOMER][NEUTRAL] That's not on the website, is it?
[AGENT][NEUTRAL] Um, I believe.
[CUSTOMER][NEGATIVE] It's not available on the website.
[AGENT][NEUTRAL] I believe we don't. We do have um a certain like individual applications like sheet paper applications, um, but that will be a lot harder to um fill out one by one and then um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Creating a PDF from them scanning them and it's a lot, um, a lot, uh a little bit more complicated so uh I can um email the spreadsheet to you.
[CUSTOMER][NEUTRAL] Mhm, yes, it is.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, I will be listing.
[AGENT][NEUTRAL] Um, our care team email where it can be sent to that way, um, they can go ahead and process it for us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And let me know if you receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did think, uh, well.
[CUSTOMER][NEGATIVE] Give me one second, let me move it because I went into my junk app.
[CUSTOMER][NEUTRAL] Make sure I can access the spreadsheet.
[CUSTOMER][POSITIVE] And I can thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it for today. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm bye-bye.