AccountId: 011433970860
ContactId: 4e517588-525a-4e86-afe9-bcf8cd45e3fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61119 ms
Total Talk Time (AGENT): 34372 ms
Total Talk Time (CUSTOMER): 18598 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/4e517588-525a-4e86-afe9-bcf8cd45e3fa_20250113T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, this is [PII] uh.
[CUSTOMER][NEUTRAL] Are y'all still doing open enrollment?
[AGENT][NEUTRAL] OK, [PII], um, open enrollment would be done through your employer.
[CUSTOMER][NEUTRAL] OK, uh, if I didn't wanna make any changes or whatever, I don't need to do nothing, right?
[AGENT][NEUTRAL] I would check with your employer because some do open enrollment annually and have you resign up for the benefits that you want and some don't so I would definitely check with your human resources director.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And see if you need to sign up again for this year's um enrollment.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you so much for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.