AccountId: 011433970860
ContactId: 15d3866f-9b03-4894-8530-9a12c06b0523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185199 ms
Total Talk Time (AGENT): 63400 ms
Total Talk Time (CUSTOMER): 73439 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/15d3866f-9b03-4894-8530-9a12c06b0523_20241230T14:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm great thanks for asking. This is [PII] in the claims department. I have a broker on the phone by the name of [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] He's calling about a group of OME Inc and he wanted to verify the application status of it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll be happy to talk to him, send him on over.
[CUSTOMER][NEUTRAL] And his callback number is [PII]. Hold one moment.
[AGENT][POSITIVE] OK, perfect, thank you.
[CUSTOMER][POSITIVE] Hello [PII], I'm transferring [PII]. Thanks for calling APL and have a great day, [PII].
[AGENT][NEUTRAL] Hi [PII]. Hi [PII], this is [PII]. She said you had a question about a group status. Was it for OME Inc?
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Well, I'm looking, I'm looking for an employee that we added on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I don't have any confirmation that she's on there and I just need to get that to the employer.
[AGENT][POSITIVE] Oh, sure, I can definitely help you. Do you have a group number for that group?
[CUSTOMER][NEUTRAL] 224559
[AGENT][NEUTRAL] All right, what's the employee's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] I do not show [PII] having active coverage. Did you send that over recently?
[CUSTOMER][POSITIVE] Yes, I actually have conference. Yeah, I've been the first of the month. I actually have confirmation from.
[AGENT][NEUTRAL] OK, do you know when you, yeah, go ahead.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] The uh medical group on [PII] that she was enrolled and I would have sent that the same day but I don't know where I sent it to it's a problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. Can you resend it to me um and I'll get it, OK, OK.
[CUSTOMER][POSITIVE] I'm gonna have yep.
[AGENT][NEUTRAL] Um, let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, go ahead.
[AGENT][NEUTRAL] I'm gonna have you send this to [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] And as soon as it comes through, I will grab it and respond to you.
[CUSTOMER][POSITIVE] OK, I'll take care of it today here thank you so much.
[AGENT][POSITIVE] You're most welcome. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, ma'am, that should be it. You have a happy new year now.
[AGENT][POSITIVE] You too. Have a great day and we'll talk to you soon, [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.