AccountId: 011433970860
ContactId: 7e072d21-87e9-4e66-9a44-573112d79b94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125300 ms
Total Talk Time (AGENT): 65080 ms
Total Talk Time (CUSTOMER): 59232 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/7e072d21-87e9-4e66-9a44-573112d79b94_20250514T19:49_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm with a broker's office and I've got a question with regards to the renewal for one of my clients, um, specifically how to submit.
[CUSTOMER][NEUTRAL] The open enrollment information.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is that someone, is that something I can talk to you about?
[AGENT][NEUTRAL] Um, I can try to help you. What is your group number by chance?
[CUSTOMER][NEUTRAL] Yep, let's see here the group number is.
[CUSTOMER][NEUTRAL] 18256
[AGENT][NEUTRAL] 18256. And just out of curiosity, would this be a mint lead product?
[CUSTOMER][NEUTRAL] This is for the gap. It's a gap plan they have.
[AGENT][NEUTRAL] OK, so normally those
[CUSTOMER][NEUTRAL] Yeah, the med link. Is that what you said? Medli?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's fine. I'm sorry, we never referred to it that, so I had to stop and think for a second.
[AGENT][NEUTRAL] Sorry, I, I, I've had to catch myself because like so many people just call it gap and I'm so used to just seeing it as Metlink. It's just sorry for the confusion. So those are normally um done renewed automatically. So if you do have some enrollment changes, you can either do through do them through the OSCN website or you can just submit them through um our APL sales email.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Well, they already have a file feed with you all. They already have a file feed with with APL but my question is, is does the open enroll, do we have to like name the file feed differently or can we just send it on an off cycle and you'll know that that's the open enrollment um changes.
[AGENT][NEUTRAL] Yes, you can just do that because we'll automatically know those are enrollment changes because the system knows that the renewal is coming.
[CUSTOMER][POSITIVE] Perfect. That's all I needed to confirm. Yup.
[AGENT][POSITIVE] Yeah, [PII] is pretty simple. You guys are just pretty easy and and enrollments are up and, you know, it's just way easier than the other products.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much. I appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Thank you, sweetheart. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.