AccountId: 011433970860
ContactId: 789c9c36-e79e-4421-8008-0a68a30ee94e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248699 ms
Total Talk Time (AGENT): 84824 ms
Total Talk Time (CUSTOMER): 117268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/789c9c36-e79e-4421-8008-0a68a30ee94e_20250417T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hey [PII], this is [PII], I had a couple requests this last few days. I just wanna make sure everything has been handled. Um, the first company I just wanted to check on, uh, an employee is MNR Distributors, M as in Mary, R as in red distributors.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] So M and R?
[CUSTOMER][NEUTRAL] M and our distributors.
[AGENT][NEUTRAL] Is this supposed to be OK, I see it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So a couple of days ago, an employee by the name of [PII], [PII], was adding his wife [PII] to the plan. We just added her to the medical for 51 and we're adding her to APL for 51. It's open enrollment and also she had loss of coverage, so it's, uh, she qualifies on both ends, but I just wanna make sure you have it. I, you know, I'm just confirming you received it. I haven't gotten anything back on it yet.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] What is the spouse's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, she spells it a weird way. I don't remember how you spell it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I think it is, I think it's it's [PII]
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], her last name is [PII]
[AGENT][NEUTRAL] Mm, I don't see her um underneath this group, but that doesn't necessarily mean that we.
[AGENT][NEUTRAL] Haven't sent it in to be processed, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, I send it to you on Tuesday.
[CUSTOMER][POSITIVE] I can send it to you again if you want.
[AGENT][NEUTRAL] Um, I mean, it's totally up to you. [PII] is [PII] and [PII] are the ones that take care of [PII], so, um, I can look to see.
[CUSTOMER][POSITIVE] Yeah, I just wanna make sure you have it you know it's a very important client of mine so I gotta make sure.
[AGENT][NEUTRAL] If the request was made.
[AGENT][NEUTRAL] Sure. Um,
[CUSTOMER][NEUTRAL] I know [PII] doesn't like me to send stuff twice, you know, so, um, that's why I'm calling.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You can get back to me. I mean it's fine you know I can give it another couple of days, not until [PII], so it's not like I'm in a rush.
[AGENT][NEUTRAL] Yeah, it's, yeah, I mean, typically like with request it's just probably in line to be worked. I mean if if you sent it and [PII] and [PII] received it.
[AGENT][NEUTRAL] I mean we we do our due diligence and sending it to new business or customer service or wherever it goes to like be processed since we don't handle these things directly um we do have to pass them.
[CUSTOMER][NEUTRAL] Let me just wait till Monday. Let, let me just wait till Monday, right? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean, I'm sure it's being handled.
[CUSTOMER][POSITIVE] That's fine, no problem.
[AGENT][NEUTRAL] Is that the only one or is there is there some more?
[CUSTOMER][NEUTRAL] Alright, no problem, I'll just wait.
[CUSTOMER][NEUTRAL] Well, I have another one but I sent another one in this morning.
[CUSTOMER][NEUTRAL] Um, but, um, I'm sure that's a little too soon. That this is also for [PII]&R. They have a new employee named [PII] and um so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it
[AGENT][NEUTRAL] If it was sent in this morning.
[AGENT][NEUTRAL] I'm sure. OK, OK, alright, well we'll talk to you on Monday.
[CUSTOMER][NEUTRAL] Yeah, we'll just wait that's fine.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you appreciate you have a nice day thank you bye bye.
[AGENT][POSITIVE] Of course. Yeah, you too. Have a good weekend.