AccountId: 011433970860
ContactId: 6b6e01a7-8dd2-4f70-ba7e-f74495b64f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369869 ms
Total Talk Time (AGENT): 62367 ms
Total Talk Time (CUSTOMER): 76351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6b6e01a7-8dd2-4f70-ba7e-f74495b64f03_20250428T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm calling from Benefit Mall, um, and I sent an enrollment to you guys on [PII], um, but I haven't received any confirmation back, which I know you guys are typically quick with that so I was just seeing if you could see if the members enrolled for me.
[AGENT][POSITIVE] Yeah, of course. I can check for you.
[AGENT][NEUTRAL] OK, and then what's your group number?
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] 364 5.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK. And then what's their first and last name?
[CUSTOMER][NEUTRAL] Uh, first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and then the last name is [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then while this is searching, what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do see a [PII], but it's not that date of birth. Just one moment. There are 2 accounts.
[AGENT][NEUTRAL] OK, so I'm not seeing a [PII] in our system with the date of birth [PII].
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] Yeah, I sent this request like 2 weeks ago. Um, should I just send another email or?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, I would try sending another email.
[AGENT][NEUTRAL] Um, yeah, because there's only this one [PII] in our system, so she's not in here yet.
[CUSTOMER][NEUTRAL] OK, um, yeah, I've I've followed up a few times too, and I'm not getting anything which is weird because I always get responses from you guys but OK I'll try again.
[AGENT][NEUTRAL] Yeah, that is weird. Um.
[AGENT][POSITIVE] Yeah, I'm sorry about that. If I could do it myself, I would, I would help you.
[CUSTOMER][NEUTRAL] It's OK, um, I mean, I, I always use the same email but it am I, it's the [PII] I mean sorry, [PII], is that?
[CUSTOMER][NEUTRAL] The right
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] I'll double check for you.
[AGENT][NEUTRAL] Yes, so it should be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that what you have on your end?