AccountId: 011433970860
ContactId: 16c917e4-6c35-44b6-adbc-3152146f62a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233850 ms
Total Talk Time (AGENT): 86886 ms
Total Talk Time (CUSTOMER): 95830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/16c917e4-6c35-44b6-adbc-3152146f62a4_20250407T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with the Lodge County, and we had an employee who was coming back on as an individual medlink policy, and I was just needing to know how much his premium is so I can get that payroll deduction set up.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], can you please give me your group number?
[CUSTOMER][NEUTRAL] Um, that's a good question. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whatever's easier on you, well, the AT checks will reimburse it as long as that's gonna be.
[CUSTOMER][NEUTRAL] 13727.
[CUSTOMER][NEUTRAL] Resolution or let's do.
[AGENT][NEUTRAL] OK, let me look up your group real quick.
[CUSTOMER][NEUTRAL] And she's
[CUSTOMER][NEUTRAL] OK, yeah, sorry about that. I'll bet I never because I they call one that.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I'll just need to verify your group, can you please give me your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that for me I'm gonna go ahead and transfer you now on over to group billing so that they can help you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's OK. OK, thank you. I'll I'll make it and then we'll have to have it done and go through the next AP. OK, alright, thank you.
[AGENT][NEUTRAL] Alright, and Miss [PII], can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, thank you so much. Alright, it's gonna be a.
[AGENT][NEUTRAL] The group billing now so they can assist you with the premium.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is Melet group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is in the care team.
[AGENT][NEUTRAL] I have um Miss [PII] on the phone.
[AGENT][NEUTRAL] She is with group number 13727.
[AGENT][NEUTRAL] And she is calling because she has a member coming back that was on the group before but they got off group but now they're gonna come back on group and she wants to see about premium to to make sure it's added to the invoice so that they can pay.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][POSITIVE] I think that's gonna be customer service.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Well she said they're back on group again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Coming back on group again.
[AGENT][NEUTRAL] And she didn't give me the member's name.
[CUSTOMER][NEUTRAL] OK, but if it, OK, uh, I'll see what I can do. Um, you said [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and it's [PII] and I have verified her.
[CUSTOMER][NEUTRAL] OK, and what's a good callback number just in case for April.
[AGENT][NEUTRAL] Yes ma'am it's [PII].
[CUSTOMER][NEUTRAL] OK, um, you can send her on.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII]