AccountId: 011433970860
ContactId: 6a8a0653-e347-4ab7-b99c-148f98f14212
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365410 ms
Total Talk Time (AGENT): 48074 ms
Total Talk Time (CUSTOMER): 67692 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/6a8a0653-e347-4ab7-b99c-148f98f14212_20250519T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling you from the offices of Edels and Associates.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Uh, I have an employee that doing open enrollment, um, that it was effective [PII] for the group MDM.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hotel room.
[CUSTOMER][NEUTRAL] Um, applied for the, uh, that insurance. Accidentally she was not submitted, and now she needs, she's going to go have an MRI tomorrow. So she was asking us for the card and that's how we realized that she's not in. So is there any way that you can put her in and maybe
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, generate a card so that I can send it to her, or?
[AGENT][NEUTRAL] And I
[CUSTOMER][NEUTRAL] In this scenario, what can you do for me?
[AGENT][NEUTRAL] Yeah, I'm gonna have to put you on hold for just a second because I don't know that it would be able to happen that quickly.
[AGENT][NEUTRAL] Um, what is the name of the group, the group again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group is MBN and the policy is
[CUSTOMER][NEUTRAL] I'm tell you right now.
[CUSTOMER][NEUTRAL] Uh, 25578.
[AGENT][NEUTRAL] OK, let me put you on hold for just a minute and see what I can find out.
[CUSTOMER][NEUTRAL] Sure. Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Hello. Hi.
[AGENT][NEUTRAL] Hi, what you doing?
[AGENT][NEUTRAL] Some help my child, my children here, child when I do it to myself, but yeah, hm. Um, I have a
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Broker on the line they have a.
[AGENT][NEUTRAL] A uh client who
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?