AccountId: 011433970860
ContactId: 002a29fd-947d-4ab3-b1b5-001d838e2586
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288399 ms
Total Talk Time (AGENT): 180050 ms
Total Talk Time (CUSTOMER): 122598 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/002a29fd-947d-4ab3-b1b5-001d838e2586_20250528T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. How are you doing today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. I just have a quick question for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is regarding group 15728 for South Miami Phar Pharmacy Solutions.
[AGENT][NEUTRAL] Oh goodness, OK, uh huh.
[CUSTOMER][POSITIVE] Yeah, that, that was a mouthful.
[AGENT][NEUTRAL] Yeah, it was
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have an email from uh an agency requesting the most current um invoice. It is from Acresure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From an Amy Speed S P E I G H T.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't see them listed anywhere in our system with the group.
[AGENT][NEUTRAL] Oh, OK, um, and generally, generally all of that, uh, let me look in one thing because normally if it's a mass group, the request has to be sent from NAS like we send it to NAS and NAS will send the information to them. Um, give me just a second. I'm sorry. I've got just got back from being out of town and I've got demo going on at my house right now so.
[CUSTOMER][NEUTRAL] Do, can you verify that?
[CUSTOMER][NEUTRAL] So you're fine. That's why I.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, it's, it's a lot. I come in from [PII] and we've got our kitchen and um bathrooms being remodeled while my children are in [PII] with my parents. Yeah, so, um.
[CUSTOMER][POSITIVE] Yeah, not a problem.
[CUSTOMER][POSITIVE] Oh, fun.
[CUSTOMER][NEUTRAL] Well, that's fine.
[AGENT][NEUTRAL] Yeah, it is, but also, you know, welcome back.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I know, I think I would have just stayed in [PII] myself.
[AGENT][POSITIVE] I know, right? I know, I know. Um, OK, what was, yes, they're in, um, Clearwater, so we, we did a couple beach days while I was there. Mhm. It's very pretty.
[CUSTOMER][POSITIVE] I love [PII].
[CUSTOMER][NEUTRAL] Oh, that's where I wanna visit.
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][NEUTRAL] Although I didn't think it through when I scheduled dropping the kids off to my parents that it was also [PII] weekend and I was like, oh, this was, you know, I was like, oh, I was just trying to figure out like getting them there right after school gets out, not, you know, the holiday situation, but.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, with [PII] weekend.
[CUSTOMER][NEUTRAL] It's traffic.
[AGENT][NEUTRAL] Uh, um, OK, give me that group number one more time, please.
[CUSTOMER][NEUTRAL] How much.
[CUSTOMER][NEUTRAL] Sure it is. Let me get back up to the top it's 15728.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Why isn't it?
[CUSTOMER][NEUTRAL] Underwriting forwarded the email to us and I'm just like I just don't see that person listed anywhere you know.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] OK, um, let me.
[AGENT][NEUTRAL] I'm not seeing them listed either. Um, can you send it? was it in an email that this was all sent or is it through the hub?
[CUSTOMER][NEUTRAL] It is in an email. I can, I can have it to broker resources if we need to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no, uh, would you just email it to, um, APL sales, just the regular APL email, and then um I will look it over and get it. I, I think it has to go to [PII] for [PII] because I think they have.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] They're special in a way.
[CUSTOMER][NEUTRAL] OK, so I'm just gonna forward it forward, forward it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm going to forge it.
[CUSTOMER][NEUTRAL] The APL sales and then just.
[AGENT][NEUTRAL] We'll figure it out, yeah, that's fine. And if, if it, and I'll just say I, you know, told you guys to do it because I couldn't find it either, so.
[CUSTOMER][NEUTRAL] Leave it in y'all's hands.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's better to be safe than sorry when it comes to our Florida groups, yes, yes, so I appreciate that.
[CUSTOMER][NEUTRAL] Yeah, I just, you know, I try to watch these things very carefully.
[CUSTOMER][POSITIVE] Yeah, that, that's my kid club group, so I don't wanna do anything wrong.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, right, I understand for sure so.
[CUSTOMER][NEUTRAL] I'm in the business of putting out fires, not starting fires.
[AGENT][POSITIVE] Yes, true. That is, that is so true. I agree, the less fires we can, we can initiate, uh, I agree.
[CUSTOMER][POSITIVE] Oh, that's right.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well this is a pleasure to talk to you and I appreciate your help.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Uh-huh, yes, and, and I'll be on the lookout for that, um, yes, thank you, you too.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] All right bye.