AccountId: 011433970860
ContactId: 4efcd577-0310-4b97-9781-6578c579f01c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244130 ms
Total Talk Time (AGENT): 71971 ms
Total Talk Time (CUSTOMER): 82793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4efcd577-0310-4b97-9781-6578c579f01c_20250325T14:08_UTC.wav
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[CUSTOMER][NEUTRAL] About the TV.
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Hey [PII], [PII], um, good morning. So boardroom communications, we're missing an employee's enrollment. I sent it to you on [PII]. They told me the employee has not gotten nothing, um, and we didn't even see him. I don't think you enrolled her, but I have showing here. I sent it to you guys on the [PII] or the [PII], sorry, [PII].
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I sent it to you. I can resend it right now if you like.
[AGENT][NEUTRAL] Let me see what we've got going, [PII], so it's boardroom communications.
[CUSTOMER][NEUTRAL] Her name is
[CUSTOMER][NEUTRAL] Right, that's the group and her, her name is [PII]. I think her first name is [PII] is the first name.
[AGENT][NEUTRAL] Just a sec.
[CUSTOMER][NEUTRAL] And I can resend it to you.
[AGENT][NEUTRAL] Bear with me a sec, [PII].
[AGENT][NEUTRAL] Goodness, where are you?
[CUSTOMER][NEUTRAL] Um, they're doing construction in my house.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we're building a big, big, big entertainment center, so, uh, that's why I'm kind of stuck working out of the house for this couple weeks.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let's see her two forms for [PII]. She's asking for the insurance to go into effect.
[CUSTOMER][NEUTRAL] Oh, so you have it?
[AGENT][NEUTRAL] Well, did you send it via secured email?
[CUSTOMER][NEUTRAL] Oh, we still, yeah.
[AGENT][NEUTRAL] OK, let's see if
[CUSTOMER][NEGATIVE] I have no choice all their personal stuff in.
[AGENT][NEUTRAL] They, yeah, let me see if they attached it.
[CUSTOMER][NEUTRAL] You need me to resend it?
[AGENT][NEUTRAL] Nope, I'm looking right now.
[AGENT][NEUTRAL] Uh, what we received was a master application. It's not, it's for a group.
[AGENT][NEUTRAL] So this is not, yeah, it's not an employee application, it's a group application, [PII].
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] Uh, but you got all the information in here though, right?
[AGENT][NEUTRAL] Mm, no, it doesn't have her, no, it doesn't have her social, date of birth.
[CUSTOMER][NEGATIVE] Oh you don't really.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you. Alright, let me get all that.
[AGENT][NEUTRAL] Doesn't have any of that.
[AGENT][NEUTRAL] OK, yeah, if you get that.
[CUSTOMER][NEUTRAL] OK, do you want me to send you the admed application? Do you wanna use the admed or you want me to send you an APO?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Send the APL and uh stuff over.
[AGENT][NEUTRAL] We just need to make sure we get everything cause I've got her address, I've got her email, I've got her phone number, just don't have date of birth, date of hire, don't have any of that stuff.
[CUSTOMER][NEUTRAL] OK, alright, let me go ahead and uh and and send you the correct one.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, sounds good.
[CUSTOMER][POSITIVE] All right thank you sorry bye bye.
[AGENT][POSITIVE] It's OK. Talk to you soon bye bye.