AccountId: 011433970860
ContactId: d41780c6-5342-47da-a3c2-e1a2b1a6cab3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263329 ms
Total Talk Time (AGENT): 60673 ms
Total Talk Time (CUSTOMER): 94797 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d41780c6-5342-47da-a3c2-e1a2b1a6cab3_20250310T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is [PII]. [PII], could you pull up a group called Pathman, P [PII]? I sent an email in there to add a spouse. I wanna see if he was ever added.
[AGENT][POSITIVE] Yes, give
[AGENT][NEUTRAL] OK, let me take a look at that.
[AGENT][NEUTRAL] OK, and what is the first name?
[CUSTOMER][NEUTRAL] Well, the employee is [PII]
[AGENT][NEUTRAL] You mean the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] She was requesting to add the spouse and his name was.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] I sent you I sent you the application on [PII].
[AGENT][NEUTRAL] OK, I am not seeing it. Um, let me take a look and see if that was processed in our system.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And you said it was sent on [PII]?
[CUSTOMER][NEGATIVE] Yeah, you don't see it. I'm gonna resend it to you right now.
[AGENT][NEGATIVE] I'm not even
[AGENT][POSITIVE] Perfect. I can get that taken care of today. I'm not seeing that in our email records or in our system, um, so yeah, if you wanna send it to me right now I can get that taken care of.
[CUSTOMER][NEUTRAL] Let me just look this up here hang on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, this was from loss of coverage. He lost his job.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, loss of coverage that's what this is, so I'm gonna forward this to you right now.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Should I send it to the to the Florida team?
[AGENT][POSITIVE] Yep, the floor team will be perfect and I will um take care of that immediately.
[CUSTOMER][POSITIVE] OK, well thank you kindly let me just put it in here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright and um I'm just gonna say please enroll.
[CUSTOMER][NEUTRAL] The attached.
[CUSTOMER][NEUTRAL] Dependent.
[CUSTOMER][NEUTRAL] As
[CUSTOMER][NEUTRAL] The event
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] Loss what it says on the application but I'll just put it here.
[AGENT][NEUTRAL] And just to make sure before you send it over, it has his social security number and his date of birth, um, and his first and last name, correct?
[CUSTOMER][NEUTRAL] I'll tell you right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see, it has in here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, it has in here his social security number and his date of birth, yes.
[AGENT][POSITIVE] OK, OK, perfect, that will help speed up the process, thank you.
[CUSTOMER][POSITIVE] Alright, you're welcome, coming to you right now thank you very much.
[AGENT][POSITIVE] OK, sounds good have a great rest of your day thank you bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][NEUTRAL] Mhm.