AccountId: 011433970860
ContactId: 6f33ae04-e2c9-4440-8719-b717fa2400b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138619 ms
Total Talk Time (AGENT): 71207 ms
Total Talk Time (CUSTOMER): 59218 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6f33ae04-e2c9-4440-8719-b717fa2400b2_20250129T21:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] from [PII]'s office. How are you doing?
[AGENT][POSITIVE] I'm good. What's going on?
[CUSTOMER][NEUTRAL] Hey, are we still within the window for an employee to make a change for 121 for open enrollment?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Usually we, we only go back about 3 months, but yeah, that would be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, uh, so there's an employee on, uh, group 26121, so apparently, um, should be area wide council on aging.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I'm assuming.
[CUSTOMER][NEUTRAL] That when they sent in the enrollment changes they sent in.
[CUSTOMER][NEUTRAL] That she was waving but um she did not want to wave.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Um, we just need, um, I do have to have an email, um, and then we can, let me see if I can pull her up already or her lapsed policy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, and what's that group number again?
[CUSTOMER][NEUTRAL] 261-21.
[AGENT][NEUTRAL] 261
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK. [PII], [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yeah, just send us some um an email letting us know that um, she did not intend to be termed that to go ahead and see if we can, you know, ask us just to reinstate her policy effective 121.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome alright I will get that over now thank you so much. Hey, are you guys able to send uh confirmation of terms as well?
[AGENT][POSITIVE] Yeah, we'll get it taken care of. Thanks. Have a good one.
[AGENT][NEUTRAL] Yes, we should um now we don't broker resources doesn't process them but when we send it to the department that does, we always ask that they send a completion email letting you know that it's been taken care of.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, so then I had requested that earlier, so OK, all right, thank you so much, my dear you have a good one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks. Uh, you too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.