AccountId: 011433970860
ContactId: b4106218-6836-42a0-8e03-a08398f084ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174539 ms
Total Talk Time (AGENT): 83256 ms
Total Talk Time (CUSTOMER): 85499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b4106218-6836-42a0-8e03-a08398f084ab_20250625T18:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got, um, hey, I've got Miss [PII]. She's with the broker's office assured Partners of Georgia. She's calling for group number 26534.
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Her call her callback number is [PII], the number that's showing up, and she is calling for the group about some changes that needed to take place during the renewal process.
[AGENT][NEUTRAL] OK, what to me is that Precision Maintenance Incorporated?
[AGENT][POSITIVE] Is that right? OK, I got it. You can send her on. Thank you so much.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. bye bye.
[AGENT][POSITIVE] Thank you. Hi. Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Yes, this is she.
[AGENT][NEUTRAL] Hello. Hi, this is [PII]. [PII] said you had some questions regarding Precision Maintenance Incorporated. Is there something I can help you with?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am, I need to make a couple changes for their open enrollment that were submitted.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that were already submitted.
[CUSTOMER][NEUTRAL] They weren't, um, they're supposed to be submitted but they weren't they're supposed to be effective [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what, who are the employees that you're you are referring to? I'm trying to see if they're in here yet.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So there is one of them is in there and that we need to add a dependent to this [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what you'll need to do is email that information to us with the information that you need to add. Do you have an enrollment form or the enrollment spreadsheet?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't have the spreadsheet because we usually do their open enrollments with an election form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, yeah, I can send you this. It's a spreadsheet. Let's see what product is this, um, is it, is that gap?
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Yeah, Medlink, yeah, I can send you a spreadsheet, yes, and an enrollment form, and then you can just use that to um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] To enroll it and just email it to our sales folder what email address do you want me to send that to?
[CUSTOMER][NEUTRAL] Uh you can send it to [PII] S.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] [PII] and it's [PII] and then partners with the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, let me get that and I'll send that over to you here in just a few minutes. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, all right, I'll send it over. Thank you so much. You have a great day.
[CUSTOMER][POSITIVE] You're welcome you too.
[AGENT][POSITIVE] Uh bye bye thanks bye.