AccountId: 011433970860
ContactId: 782fc9ef-f5f5-4745-8503-ba90123664cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146750 ms
Total Talk Time (AGENT): 44867 ms
Total Talk Time (CUSTOMER): 70011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/782fc9ef-f5f5-4745-8503-ba90123664cc_20250417T15:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], I'm [PII]. Uh, [PII], I had sent over a few things. I'm good this morning. How you doing?
[AGENT][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] I had sent you guys a few things in the last couple of days. Just wanna make sure everything got executed uh or will be. So the first one to ask you about, um, I genius, the group is Genius [PII] [PII] is [PII]
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, I'm sorry, Gen my Bluetooth was messing up, um, on my headset. Uh, you said Genius.
[CUSTOMER][NEUTRAL] [PII] is the name of the company [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Genius [PII] and the employee's name that we were adding um his last name is [PII]. I think it's uh first name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] IO or something like that.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] And what email um did you send it to?
[CUSTOMER][NEUTRAL] I always send everything to the same one, send it to the [PII] team.
[AGENT][NEUTRAL] OK, to the [PII] inbox. OK. OK. Uh, yes, it does look like that one did come through.
[AGENT][POSITIVE] And it is being worked.
[CUSTOMER][NEUTRAL] Yeah, they haven't done the enrollment yet because I, I enrolled, I enrolled this employee in in a few different benefits. I got everything back but I didn't see anything from APL that's what I was concerned about making sure it got executed.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so it looks like it is still it's in the enrollment process like who we submitted to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But let me look.
[CUSTOMER][NEUTRAL] I, I gotta call you back. I got, I gotta take this call. I'll call you back.
[AGENT][NEUTRAL] OK. OK, thanks.