AccountId: 011433970860
ContactId: 99dbf8cb-3d0a-472b-af62-eab7a820dac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258980 ms
Total Talk Time (AGENT): 59727 ms
Total Talk Time (CUSTOMER): 116990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/99dbf8cb-3d0a-472b-af62-eab7a820dac7_20250613T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], I was just talking with I think one of your associates and the line went dead, so if you could bring up 20075.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] 20075.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You still there?
[AGENT][POSITIVE] Yes, I am so sorry about that.
[CUSTOMER][NEUTRAL] Alright, hold on a second, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you see the group?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, I, I need to pull up the last name is [PII].
[AGENT][NEUTRAL] OK. [PII]?
[CUSTOMER][NEUTRAL] Ever, yeah, he we're adding his son to the plan and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I just needed to give you his sons. I just wanted to make this simple because we're an open enrollment now and everything's been happening quickly. I'm just renewing the group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I wanted to um give you his name. This is the son of [PII]. His first name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and last name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Oh, so [PII], to add, to add someone we need to have um an email with it um just because it's like confirmation to add someone oh you did send it?
[CUSTOMER][NEUTRAL] 5:20
[CUSTOMER][NEUTRAL] Yeah, send it to you.
[CUSTOMER][NEUTRAL] No, I can send it to you right now. I'm just giving you the information.
[AGENT][POSITIVE] OK, perfect, perfect. OK.
[AGENT][NEUTRAL] And then you said his birthday was.
[CUSTOMER][NEUTRAL] Alright, so I'm just sending it right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And you, did you wanna continue giving me his information?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, hang on, let me just uh.
[CUSTOMER][NEUTRAL] His date of birth is [PII] and his social is [PII].
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then male or female?
[CUSTOMER][NEUTRAL] That's a male.
[AGENT][POSITIVE] Alrighty, we can get this enrolled for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see, let me just see if I've got everything in here. I'm just copying and pasting from, uh, what they had sent me. OK, it says here, um, hi [PII], there's one addition to [PII], his son [PII], um, you know, also to the gap insurance. OK, so we should be good there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when would you like them effective, 61 or 71?
[CUSTOMER][NEUTRAL] Sending it to [PII] oh.
[CUSTOMER][NEUTRAL] 7171 effective it's open enrollment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Effective [PII] open enrollment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I just sent it.
[AGENT][POSITIVE] Perfect. Sounds great. Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you. I gotta go thank you bye bye.
[AGENT][NEUTRAL] All right. Bye-bye.