AccountId: 011433970860
ContactId: 1bb78afc-51f5-42be-8bef-5d4f59d02018
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261380 ms
Total Talk Time (AGENT): 37007 ms
Total Talk Time (CUSTOMER): 152667 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/1bb78afc-51f5-42be-8bef-5d4f59d02018_20250624T20:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], I wanted to see if um I have to terminate an employee and I wanna make sure you're still showing him covered. This is for Integra uh solutions. The group number is 2375523755.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the employee's name?
[CUSTOMER][NEUTRAL] [PII] is the last name [PII].
[AGENT][NEUTRAL] [PII] and his first name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, he's still enrolled.
[AGENT][NEUTRAL] And it looks like he is paid to [PII].
[CUSTOMER][NEUTRAL] And how is he enrolled?
[CUSTOMER][NEUTRAL] OK, now, um, is he on by himself or is he on with, with the, uh, spouse or children?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] It's him and his spouse.
[CUSTOMER][NEUTRAL] Yes, so we are going to need to terminate him. I just got an email from the HR director that we are needing to terminate [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm going to send you an email while I'm talking to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll send this to the Florida group.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] And I'm gonna put in here Integra solutions.
[CUSTOMER][NEUTRAL] Solutions uh slash.
[CUSTOMER][NEUTRAL] Employee.
[CUSTOMER][NEUTRAL] Term
[CUSTOMER][NEUTRAL] This is gonna be for [PII].
[CUSTOMER][NEUTRAL] And I'm just gonna say please.
[CUSTOMER][NEUTRAL] Term
[CUSTOMER][NEUTRAL] Or Integra.
[CUSTOMER][NEUTRAL] Solutions.
[CUSTOMER][NEUTRAL] Employee [PII].
[CUSTOMER][NEUTRAL] Surna.
[CUSTOMER][NEUTRAL] And spouse, right? What's his wife's name? [PII], right? I think it was [PII].
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, so employee [PII] and.
[CUSTOMER][NEUTRAL] And as [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Plan benefits.
[CUSTOMER][POSITIVE] Effective
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need, I need a keyboard that has about twice the space of these letters.
[CUSTOMER][NEUTRAL] My secretary always laughs at how many typos I make. I always say I have fat fingers or something, you know.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] OK effective.
[CUSTOMER][NEUTRAL] I'd like to blame the keyboard.
[CUSTOMER][NEUTRAL] What the numbers you push are effective 6.
[CUSTOMER][NEUTRAL] 32025. OK, alright, so I said here please term for Integra Solutions employee [PII] and [PII] APL plan benefits effective [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, do you need me to put the, is that all you need, or should I put a group number in here?
[AGENT][POSITIVE] A group number would be very helpful.
[CUSTOMER][NEUTRAL] OK, G R O U P group number is 235. What did I say 23 no 23755 I think yeah, 23755.
[CUSTOMER][NEUTRAL] OK, alright, I've just sent that over to you.
[AGENT][POSITIVE] Perfect. And we'll get that taken care of.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] Hopefully you can open this because whenever I put the group number and I I like to send it secure.
[CUSTOMER][NEUTRAL] OK, I just sent it to you just now.
[AGENT][POSITIVE] Sounds good.
[CUSTOMER][POSITIVE] And uh we we should be good.
[AGENT][POSITIVE] Alrighty sounds great thank you.
[CUSTOMER][POSITIVE] OK, well thank you.
[CUSTOMER][POSITIVE] Thank you very much you have a good rest of your day thank you bye bye.
[AGENT][NEUTRAL] You as well bye bye.