AccountId: 011433970860
ContactId: 501408b1-ab8f-41ed-89f7-609a36552e59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72139 ms
Total Talk Time (AGENT): 11128 ms
Total Talk Time (CUSTOMER): 62248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/501408b1-ab8f-41ed-89f7-609a36552e59_20250625T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. [PII], this is [PII]. I am getting ready to send over a couple new uh employees, uh, to enroll uh for Integra Solutions, and I have just a question for you. I don't think you need to pull up the group because it's just a general question. The group is 23755, so I, I, I enrolled them, I enroll them off of the ADP portal and it's an automatic feed onto the UHC major medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For the dependents, I get their names and dates of birth, but for dependents, it doesn't give me social security numbers. Can we enroll the, the, the, the bene the dependents without the socials?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] OK, alright, coming at you. Alright, just, uh, got this all teed up and, uh, let me just see integra solutions and OK, I, I think I've got this ready to go, so I'll send this over to you in just a moment hopefully you can open it because I'm sending it secure.
[AGENT][POSITIVE] Alrighty, perfect.
[AGENT][POSITIVE] OK sounds great thank you.
[CUSTOMER][POSITIVE] Thanks have a nice day thank you bye bye.
[AGENT][NEUTRAL] You as well bye bye.