AccountId: 011433970860
ContactId: db1d0252-9f54-41ef-8205-9b721b35edc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441980 ms
Total Talk Time (AGENT): 153430 ms
Total Talk Time (CUSTOMER): 205438 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/db1d0252-9f54-41ef-8205-9b721b35edc4_20250411T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, good morning, [PII]. Happy Friday. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Good. My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name [PII], and I'm calling on behalf of the agent [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, [PII], how can I help you?
[CUSTOMER][NEUTRAL] OK, the reason I'm calling is uh regarding a new enrollee with the group number 24245.
[CUSTOMER][NEUTRAL] It is worldwide.
[CUSTOMER][NEUTRAL] Arca worldwide.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Alright, and let me just a second.
[CUSTOMER][NEUTRAL] 24 24 5.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][NEUTRAL] OK, I do.
[AGENT][NEUTRAL] All right, I have it. Do you mind just verifying for me um the information for the group?
[CUSTOMER][NEGATIVE] No, at all.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][NEUTRAL] Alright, um, can you just tell me the address, please?
[CUSTOMER][NEUTRAL] Uh yes, sure. It is mhm hm hm hm.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] I have the HR OK.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] One moment, I don't have it by heart.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] I'm sorry, but I, even though I always give it to them, but today I don't know what it's called. OK, one sec, one sec.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Very good.
[AGENT][NEUTRAL] No problem. I can wait. Um, or you can just um verify with me the contact name.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You know, I, I sent an email. I sent an email to, uh, to a care team.
[CUSTOMER][NEUTRAL] In regarding this enrollee on uh on the [PII] at [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK. Yeah. And it's the, the, the, the subject will be new enrollee AA Worldwide group number and the name of the new enrollee. It's coming from [PII].
[AGENT][NEUTRAL] But
[CUSTOMER][POSITIVE] I gave them all the information, you know, that's why now I'm like a little bit uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just let me see when I write it down.
[AGENT][NEUTRAL] And what is the name of the new enrollment?
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[AGENT][NEUTRAL] OK, I do see here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do see here that your request and I do also see who it is assigned to. Um, I'm not quite sure what is stopping it from issuing. I don't see any notes, but we do have it.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I know that's why I'm calling. That's why I'm calling to to follow up because I sent it and I need it to be effective for first, I mean [PII], and I sent the name, date of social security date of hire. You saw the email, so what is the problem? I didn't get any notification yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, we apologize for that. Mhm. I apologize, yes.
[CUSTOMER][NEUTRAL] So that's why I'm
[CUSTOMER][NEUTRAL] Uh, no, no, don't don't.
[CUSTOMER][NEUTRAL] Mistakes sometimes happen, sometimes it's it's uh something in the computer. So please, because they're calling me asking what happened usually when I get the information right away I notice the, the defendant, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. I'm actually placing a note here by the request, um, in regards of it. I don't know if there's uh an issue with how it was sent. That's probably why it doesn't appear already like to go ahead and issue it, but.
[AGENT][NEUTRAL] I will reach out, um, and you should, if, I mean, everything looks fine here for the enrollment, um, you should receive a um a notification that it has been issued no later than today.
[AGENT][NEUTRAL] Since this is a uh mhm.
[CUSTOMER][NEUTRAL] Oh OK, thank you so much. So please push it or put a note or do something or if you want I can be on hold so you can talk to to the team or something because I need at least uh an answer, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, I understand it.
[CUSTOMER][NEUTRAL] And it's not the first time, like every 2-3 days I have a new enrollee and we've been together with even South Miami inpatient physician, a lot of, of, you know, we have a lot of groups, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, understandable. All right. um, I will go ahead and place the request of what, what's happening here, um, and we will get it issued.
[CUSTOMER][NEUTRAL] So you want me, you want me to be, you want me to hold or uh what? I can hold, I mean, to get an answer back, please.
[AGENT][NEUTRAL] Uh, I would not want you, I would not want you to hold because we have a few other applications that came in before this one came and probably um um how it is assigned, the person in charge will be issuing those first and then until he gets or she gets to this request, and I would not like you to, yes, um, I would not like you to hold too much. Mhm.
[CUSTOMER][NEUTRAL] If you can do it
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, thank you so much anyway, uh, I, I hope I'll get an answer by today, please.
[AGENT][POSITIVE] Yes, no later than today. I'll make sure that that happens, right?
[CUSTOMER][POSITIVE] Thank you so much. Have a great weekend.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.