AccountId: 011433970860
ContactId: 7a11f927-532e-439e-812c-79d8971c965b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167190 ms
Total Talk Time (AGENT): 77121 ms
Total Talk Time (CUSTOMER): 44938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/7a11f927-532e-439e-812c-79d8971c965b_20250225T17:00_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm calling because, uh, I sent an enrollment form yesterday, but, uh, I needed, I wanted to know if I could, if there's a way to expedite it so that he could be affected because, uh, he needs to see the doctor.
[CUSTOMER][NEUTRAL] And I didn't realize that I hadn't sent it over until yesterday, so.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You sent in a a new enrollment is that what you're saying?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see if I can find it. What, what was the group number? We probably already did it. It's probably just in line to be worked, um, where am I going?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, let me pull up the group number. Give me one second. Uh, it's 238-06.
[AGENT][NEUTRAL] 238-06.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I see where it's um already um.
[AGENT][NEUTRAL] It's already been submitted. It just is in line to be worked, so I'll put urgent on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see if they will see that um but it should be hopefully processed by today.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So yeah, they shouldn't take too long and then you should receive confirmation once they put it in.
[CUSTOMER][NEUTRAL] OK, and um how long does it take to for the carriers to see it or like not the carrier, the providers to see it?
[AGENT][NEUTRAL] Um, I mean it should be like as far as like if do you are you talking like on like your OSC or?
[AGENT][NEUTRAL] Like the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, like, how long would it take for like his provider to be able to see him?
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't really know because as far as like I guess like their major medical to see it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not quite sure on that. It should be um once he's in there.
[AGENT][NEUTRAL] Um, they should be able like once he's active in our system they should be able to see him.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, but yeah, let us know if you're, if you don't have a, if you don't get a confirmation and we can.
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEUTRAL] Circle back OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] All right, yeah, have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.