AccountId: 011433970860
ContactId: 1ca9d5aa-8338-440c-b25b-a5a545d76239
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 930239 ms
Total Talk Time (AGENT): 311666 ms
Total Talk Time (CUSTOMER): 338866 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/1ca9d5aa-8338-440c-b25b-a5a545d76239_20250109T17:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, uh, my name is [PII]. I'm an appointed agent and I have a group that I am the agent of record on.
[CUSTOMER][NEUTRAL] Um, the group number is 15775.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And you said you're the agent?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment let me pull that up.
[AGENT][NEUTRAL] 15775. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And I just need you to verify the um
[AGENT][NEUTRAL] Your um company name and your email address. I'm sorry.
[CUSTOMER][NEUTRAL] Uh [PII] Inc and the email address is [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you today?
[CUSTOMER][NEUTRAL] Well this group has employees of two sister companies that have common ownership um on this group bill and.
[CUSTOMER][NEUTRAL] One of the companies is going is going to be sold off.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, in the near future, and so I was wondering.
[CUSTOMER][NEUTRAL] What would be the steps to to spin off.
[CUSTOMER][NEUTRAL] The employees.
[CUSTOMER][NEUTRAL] Of the sister
[CUSTOMER][NEUTRAL] Company
[CUSTOMER][NEUTRAL] Into a separate bill.
[AGENT][NEUTRAL] So the the group that's being sold, you're wanting to know how to get those.
[AGENT][NEUTRAL] insured to have their own bills.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Or you want them under the other group?
[CUSTOMER][NEUTRAL] Well, it's it's the opposite and under the other right now it's under Biotechnica.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and they have some employees of the, the sister company that are also part of this group since it's common ownership, um.
[CUSTOMER][NEUTRAL] But, but they.
[CUSTOMER][NEGATIVE] They need to spin off.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because eventually when Biotechnic is sold.
[CUSTOMER][NEUTRAL] There's there's still gonna be.
[AGENT][NEUTRAL] Employed. So you just wanna.
[CUSTOMER][NEUTRAL] Uh, I believe 6 or 76 or 76 or 7 people left on the group and then maybe 10, but, but we wanna make it a smooth transition rather than.
[CUSTOMER][NEGATIVE] And have to cancel everything and start all over again.
[AGENT][NEUTRAL] So you just want to move them from one division to the other, one group to the other.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so you just need to send an email to the [PII]?
[CUSTOMER][NEUTRAL] 1 2nd, 1 2nd 1 2nd.
[AGENT][NEUTRAL] And just, OK.
[CUSTOMER][POSITIVE] So it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And we'll just need the names of the employees and like they're switching from group blah blah blah to 15775.
[CUSTOMER][NEUTRAL] No, it's the opposite. They're, they're, they're leaving 15775.
[AGENT][NEUTRAL] OK, well, whichever way, whichever group they're leaving, just put that they're going to the other.
[CUSTOMER][NEUTRAL] Yeah, yeah, if.
[CUSTOMER][NEUTRAL] So you're gonna create a new group number for those individuals?
[AGENT][NEUTRAL] Are you saying they're all under group 15775 or there's two separate groups?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, they're all under 15775.
[AGENT][NEUTRAL] OK, so let me see.
[AGENT][NEUTRAL] So then it would need
[CUSTOMER][NEUTRAL] They need to they need to move away from 15775.
[CUSTOMER][NEUTRAL] To a new group member.
[AGENT][NEUTRAL] All right, hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait, what? So there's 15775, they're leaving that group and they need to be.
[AGENT][NEUTRAL] So within this is two groups and one of the group, OK, I got it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] OK, well, that's what I'm doing because baby I'm confused.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Hi, [PII]. I'm good. How are you?
[AGENT][POSITIVE] Hey, I'm doing good. Um, so I have a question. Can I give you the group number?
[CUSTOMER][NEUTRAL] OK. Yes, go ahead.
[AGENT][NEUTRAL] OK, it's 15775.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm talking to the agent. He said that within this group, there are about 10 employees that are, because something is being sold and those 10 employees need like, basically it sounds like they need a new group.
[AGENT][NEUTRAL] Is that considered a division change?
[AGENT][NEUTRAL] Or this is something different because I'm all twisted.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I was just confused. So, but that's how he explained that he said it's being um part of Biotechnica is being sold, but they still want.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Those 10 employees to have coverage, but it would need a new group number because they're not going to be technically biotechnical anymore.
[CUSTOMER][NEUTRAL] OK. Yeah, that sounds like that needs to be.
[CUSTOMER][NEUTRAL] Like new business maybe?
[CUSTOMER][NEUTRAL] Um, that would handle that because that sounds like a new group's gonna have to be set up for it.
[AGENT][NEUTRAL] 3 OK.
[CUSTOMER][NEUTRAL] Yeah. Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I was just looking at this guru and I it I see all the division stuff, but because at first he made it sound like it was like two separate groups and one just needed to go from one to the other, but then he started talking more and I'm like, wait, so is it one group or?
[AGENT][NEUTRAL] Or is it two groups? He said, no, it's it's sounds like it's like two locations under this group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And one of the locations is being sold, but they still want it to.
[AGENT][NEUTRAL] They still want them to have their service.
[CUSTOMER][NEUTRAL] OK, so yeah, either that's a new group set up or it's a division set up either way, um, yes, that would be new business, um.
[CUSTOMER][NEUTRAL] Let me see, the only new business person that's in right now is [PII].
[CUSTOMER][NEUTRAL] I can see if I can get her on the line or do you want me to get her to call him back or?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, well, we need to change this in guru because it says call customer service if you have questions, um.
[CUSTOMER][NEUTRAL] Uh what G card are you looking at?
[AGENT][NEUTRAL] Group, add, change, remove a division or location.
[AGENT][NEGATIVE] And it says still need assistance to how divisions need to be set up, transfer call to customer service.
[CUSTOMER][NEUTRAL] Well, so new business is in customer service?
[AGENT][NEUTRAL] Oh, how do I get there?
[CUSTOMER][NEGATIVE] So they're, well, that's the problem. So we're not, we're all in one group on the phones. So no business sets up the divisions and stuff um but they're under the customer service on the phones.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, so when you call the customer service, you might get a new business person and you might get customer service. Just so happens you got customer service. Um, I'm trying to think what's the best way I can try to get [PII] on the phone right now. Hold on just a second.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] I think they give 800
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. I just wanted to check back with you. I'm on the other line with customer service and new business, um, so it'll be just a few more moments, OK?
[CUSTOMER][NEUTRAL] OK, so whatever, whatever works is because the, the employees that the only problem is once the employees from a technic, uh, disappear because they're going away, then the, the sister company can continue on the same 15775. However, the, the, the group number is under the group is under biotechnic and it should be the sister company's name which is a different name, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, but does the sister company have a uh a group policy already or no?
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] No, they're all they're all under they're all under 15775. Yeah, they're all on the bio thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Biotechnica.
[AGENT][NEUTRAL] OK, that's, I just, I was just making sure I explained it correctly to him, but that's what I said.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, OK, alright.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] I will I will thank you.
[AGENT][POSITIVE] OK. You're welcome.
[CUSTOMER][NEUTRAL] You are on
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Hi, OK, I got [PII] on the line. I was trying to connect y'all and for some reason it wouldn't let me do it maybe because there's 3 of us. Uh, do you know how to call a direct number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I got [PII]'s number. I gave her the group number and everything and told her what's going on. So you're welcome. Uh, so you're gonna dial her number that's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and she can talk to them and see what all needs to be done.
[AGENT][POSITIVE] All right, thank you so much, memory.
[CUSTOMER][POSITIVE] No problem, [PII]. Have a good day.
[AGENT][NEUTRAL] All right, you too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hey [PII], this is [PII] on the care team. Thank you so much for helping me.
[CUSTOMER][NEGATIVE] Oh you are welcome. We were trying to figure out how to get to you with me on the line, but it wasn't happening.
[AGENT][NEUTRAL] He told me, um, so basically I have the agent on the line. He said, so from Bio Technica, there's about 10 reps who are so
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So there's a sister company. The 10 reps are being sold to the sister, or they're going to the sister company and that sister company needs, sounds like they need a group for those 10 to go to, they want to keep the service.
[CUSTOMER][NEUTRAL] OK, got you. OK, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it um is it [PII] on the phone? OK, got you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and I did verify them.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. You ready?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. Well, I'm gonna tell him that I'm transferring first and then I'll transfer. I don't want to just put them on.
[CUSTOMER][NEUTRAL] Oh right, OK, got you, yes.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, [PII].
[CUSTOMER][POSITIVE] You're busy. I'm here. I'm back. Yes, thank you.
[AGENT][POSITIVE] All right, thanks again for holding. So, on the other line, I have [PII] from [PII]ew Business and she's going to assist you further with moving the members from Bio Technica to a group for the sister company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're very welcome. Before I do that, was there anything else I can help with?
[CUSTOMER][POSITIVE] That's it for now. Thank you have a great day.
[AGENT][NEUTRAL] You also, thanks for calling APL. Hold on one moment.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I have him on the line.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] Good how are you?