AccountId: 011433970860
ContactId: f7f0c831-61ba-4adf-ae6a-9f0fc8f19999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64378 ms
Total Talk Time (AGENT): 28061 ms
Total Talk Time (CUSTOMER): 28120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f7f0c831-61ba-4adf-ae6a-9f0fc8f19999_20250529T17:06_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], can you pull up 21356? I just wanna confirm how many insured you show on there.
[AGENT][NEUTRAL] Yeah, actually you said 21536.
[CUSTOMER][NEUTRAL] 21356
[AGENT][NEUTRAL] 21356 sure and may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm the agent for this group.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And you just wanted to see how many were enrolled, correct?
[CUSTOMER][POSITIVE] Yeah, because I'm getting ready to send in the group uh coverage and participation form and I.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it looks like we have 23 enrolled and we have 52 eligible.
[CUSTOMER][POSITIVE] OK, 23 enrolled. OK, alright, let me get with the group just to confirm that up. Thank you very much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, of course, have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.