AccountId: 011433970860
ContactId: e516ad30-25d7-4d1c-959a-39ed83334f98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112949 ms
Total Talk Time (AGENT): 52317 ms
Total Talk Time (CUSTOMER): 62654 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e516ad30-25d7-4d1c-959a-39ed83334f98_20250313T13:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], can I talk to [PII] please?
[AGENT][NEUTRAL] Um, yeah, actually, is this [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh [PII], excuse me, um, that is why, um, that's why I was calling you. I was gonna see if I could be of any assistance to you. [PII] is not available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't, oh, she's not OK. Well, maybe I need to speak to [PII] because I've got a situation with a group that we enroll called FACT. Um, it's been a long time client but we rolled out Employee Navigator, um, the enrollment on Employee Navigator, and you guys could not handle the cancer enrollments. I got a bunch of people that we gotta get enrolled. This is for the [PII] enrollment. I gotta get them enrolled for cancer and we're late, so.
[CUSTOMER][NEUTRAL] I gotta get I gotta get an approval to uh get them enrolled.
[AGENT][POSITIVE] approval from us.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, is it, I, if you wanna talk to [PII], that's fine or if you wanted to send me an email I can send it to new business and.
[AGENT][NEUTRAL] And get and get them enrolled and like we'll just retro.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if that if that works.
[CUSTOMER][POSITIVE] If if you're if you're sure that we can get them retro then that'll be fine.
[AGENT][POSITIVE] Yeah I mean I can definitely um talk to new business and see if that works and then I can let you know if you don't mind sending me the enrollments.
[CUSTOMER][NEUTRAL] OK, if you
[CUSTOMER][NEUTRAL] Well, I'm not in a place that I can do that right now and I can't do it. I can't send you a request. I can send you the enrollments like later, but I can't send you the request.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well you can send me the enrollments that's OK, just I just need something to send to new business to know who I'm enrolling in and what basically but yeah.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Got it, got it. OK, alright, tell me your name again.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][POSITIVE] Thanks [PII] I'll talk to you soon.
[AGENT][POSITIVE] Of course, yeah, call me if you need me.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK.