AccountId: 011433970860
ContactId: f0a8fdd4-108d-4f56-b1a1-80de6962365d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421459 ms
Total Talk Time (AGENT): 126220 ms
Total Talk Time (CUSTOMER): 154704 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/f0a8fdd4-108d-4f56-b1a1-80de6962365d_20250418T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hey [PII], [PII], this is [PII]. I have sent you over a few different things these last couple days. I hadn't heard anything back on some of it. I just wanna make sure uh that we're good if you could pull up, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just wanna see if these things are done. [PII] SIS, we had a new employee come on. Um I just wonder if you could pull up [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know I submitted it. Let me see where it's at in the process of it actually being completed, um, so just give me one second, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so it looks like it still has not been completed yet. I can reach out to the person who is assigned that task and see if they can knock that out today for you.
[CUSTOMER][NEUTRAL] OK, thank you. The second one, just wanted to check to make sure I'm good with this. Uh, the second one is for MNR distributors, M as in Mary, R as in red.
[CUSTOMER][NEUTRAL] Um, the group number if it'll help you. I can tell you the group number is 2592525925.
[AGENT][POSITIVE] 25. Thank you.
[AGENT][NEUTRAL] Um, yes, it looks like you sent an email saying to add the spouse to [PII].
[CUSTOMER][NEUTRAL] Yes, the spouse is [PII] and uh the, the husband is um is [PII].
[AGENT][NEUTRAL] And [PII], OK.
[AGENT][POSITIVE] OK perfect let me, let me see where we're at with that one.
[CUSTOMER][POSITIVE] Do well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like that one hasn't been completed yet either um so I'll reach out to the person that is working that and see if we can get that done today.
[CUSTOMER][NEGATIVE] OK, I think these are taking longer than normal because I'm not used to this with you guys, OK, um.
[AGENT][NEUTRAL] Yes, yeah, it's just, um, we are working through some new data that we're inputting implementing and so um we're just having to hire like temporary people to backfill while people are working on like inputting the data um so that's kind of why things have been taking longer than normal um completely understand that's very very frustrating, um, but I will see if we can get those done today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK thank you let me just see this next one here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I had a term. I, I think you may have done it.
[CUSTOMER][NEUTRAL] Uh, let me just see here if I can figure this out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This was for [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, I submitted that to billing on Tuesday. Let me see if I can find it.
[CUSTOMER][POSITIVE] I think it was completed.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Yeah, I think you guys did it.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] No, let me just look, hold on a minute. Let me make sure this was for the right carrier. No, this was not this was the term reunited or Aetna, sorry, this is Aetna's term, yeah, I was waiting for your term.
[AGENT][NEUTRAL] Yeah, it looks like.
[AGENT][NEUTRAL] It looks like uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like it was completed on [PII]. Um, I can reach out to the person who completed it and make sure I sent you an email that was completed.
[CUSTOMER][POSITIVE] Yeah, that would be great. OK, alright.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK, and the last one, I don't think you, I'll just ask if you have it M&R distributors, the one I gave you a minute ago if you want me to give you the group number again, would that help you?
[AGENT][NEUTRAL] Uh, is it the 25925?
[CUSTOMER][NEUTRAL] I don't know. I have to go look, but um they have a new employee by the name of [PII] I just wanna make sure that's in process.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] That's M&R distributors.
[CUSTOMER][NEUTRAL] Uh, the group number for MNR is 225925.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was it the the new hire [PII]?
[CUSTOMER][POSITIVE] Yes mhm correct.
[AGENT][NEUTRAL] OK, yes, that was submitted yesterday, so we're still working on that one. I can follow up with that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty sounds like a plan thank you very much.
[AGENT][POSITIVE] Alrighty, thank you.
[CUSTOMER][NEUTRAL] I sent you I sent you I sent you a new one about 5 minutes ago. It's uh that's a new one coming for Chem index. We can check on that next week.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds great.
[CUSTOMER][POSITIVE] And I got a couple other more additions. All right, well enjoy your day. Thank you much.
[AGENT][POSITIVE] You as well thank you bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.