AccountId: 011433970860
ContactId: 838a23b5-5249-4bfa-9db7-5edbb54af39d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182059 ms
Total Talk Time (AGENT): 120975 ms
Total Talk Time (CUSTOMER): 47941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/838a23b5-5249-4bfa-9db7-5edbb54af39d_20250213T18:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was, I'm just in the enrollment period of my um job, work health insurance, and I see the um gap insurance, and I just wanted to get clarity. I'm pregnant and I want to confirm that a hospital stay for like pregnancy would count.
[AGENT][NEUTRAL] OK, so you are not currently enrolled but your group is in open enrollment, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am. Well let me um get a few pieces of of information from you and then I can direct you as to who you would need to speak with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Regarding your your questions that you currently have, so who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK thank you and what group do you work or who do you work for?
[CUSTOMER][NEUTRAL] Um, it's the Acuba, but Nova Southeastern Florida.
[AGENT][NEUTRAL] Nova Southeastern, is that correct?
[CUSTOMER][NEUTRAL] Yeah, sorry, NSU university or NSU, I think it's under NSU.
[AGENT][NEUTRAL] Uh, let me see
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Is that it? OK, so.
[AGENT][NEUTRAL] Nova Southeastern University, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, all right, thank you. So actually,
[CUSTOMER][NEUTRAL] They like rebranded.
[AGENT][NEUTRAL] OK alright then I just wanna make sure I'm looking at the correct group so that I can refer you to the proper person that you would need to speak to since you don't currently have a policy. So first off I would reach out to your HR department, they can connect you with the agents for your group who has all of the benefit offerings that are available to your group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That can help you with those types of questions. Now, I can provide you the name of the agent if you would like.
[CUSTOMER][POSITIVE] Yeah, that, that would be helpful.
[AGENT][NEUTRAL] OK, sure. So the agent of record for your employer is [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have a phone number of [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] so [PII] let me start that one again let me try that again, Miss [PII] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK great awesome.
[AGENT][NEUTRAL] And he will be able to help you with any of your questions regarding your open enrollment, OK?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Absolutely. You're very welcome. And can I help you with anything else?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye bye.