AccountId: 011433970860
ContactId: 6e3dde35-2ab0-435c-af04-179fcc0c4d40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103339 ms
Total Talk Time (AGENT): 62758 ms
Total Talk Time (CUSTOMER): 51571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/6e3dde35-2ab0-435c-af04-179fcc0c4d40_20250328T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for holding. This is [PII] I'm sorry, thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey, this is [PII] over in customer care. How are you this morning?
[AGENT][POSITIVE] Yes, good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I just have a quick question um I have a broker on the line. Her name's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she was doing an enrollment for like a new hire and she said when she was doing it the date was wrong and so she needs to change it do you know how they go about doing that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I mean when we get that information like on our side generally they just send in an email with the uh customer's name, the correct date of birth, and then we send that over to um I thought it was you guys to correct, but I could be wrong, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To the care it might yeah it might be. I mean it says the enrollment forms come to us, but then everything else was like to you guys, so I wasn't, I wasn't sure if she just needs to send an email.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] It's really funny how that all goes like so I don't I don't know I feel like you can just take it like over the phone to correct it but um if they send in an email then we just send in a ticket so I mean what whatever way is easiest for you guys and them but um I know that they send it to the care team too sometimes it seems like we all we all cross quite a bit.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, I just wanted to double check, so I, I appreciate that. Thank you so much.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, yeah, thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Alright bye