AccountId: 011433970860
ContactId: a7cb012b-d69b-4d75-923e-6f0579a4e6d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135399 ms
Total Talk Time (AGENT): 59488 ms
Total Talk Time (CUSTOMER): 67646 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/a7cb012b-d69b-4d75-923e-6f0579a4e6d4_20250114T17:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII]. Thank you for asking. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing OK. Um, I'm call, so I'm a GA with Be Maller Centersstone. Uh, we recently sent in, um, a member enrollment, uh, for a group that's with you guys. We're trying to see if it's been completed.
[AGENT][NEUTRAL] Well, it would be my pleasure to assist you with that. What is the patient's or the uh employee's last name? I can see if they've been issued a policy.
[CUSTOMER][NEUTRAL] Yeah, uh, so the employee's last name is [PII], so [PII].
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] I do have
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Or [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] Uh, let me pull that up. Date of birth for him is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, he has been issued a policy effective [PII].
[CUSTOMER][POSITIVE] Amazing. um, is there a reference number for our call today?
[AGENT][NEUTRAL] You can use my name in today's date, [PII], and I spell my name [PII] of my last name is [PII]. Anything else I can help you with? I can't talk. I'm so sorry.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] We're both on the same page. We good. um, no, that, that was it, to be honest, and I'm so happy that he's been enrolled, and I hope you have an amazing rest of your day.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh, I hope you do too, [PII]. It is a pleasure to assist you and please don't hesitate to call us if you need anything else.
[CUSTOMER][POSITIVE] Of course thank you again have a great day bye now.
[AGENT][POSITIVE] And thank you for calling EPO. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.