AccountId: 011433970860
ContactId: 1e04290f-3499-416b-90f4-0f1724a0df58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212039 ms
Total Talk Time (AGENT): 120145 ms
Total Talk Time (CUSTOMER): 58256 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/1e04290f-3499-416b-90f4-0f1724a0df58_20250606T17:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm in the process of signing up for benefits of my job and.
[CUSTOMER][NEUTRAL] I just had a couple of questions about what you may or may not cover.
[AGENT][NEUTRAL] OK, so you have not yet enrolled with APL?
[AGENT][NEUTRAL] And you have questions on your benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so first, um, I can only partially help you. I will have to provide you the information of who you would need to contact since you do not currently have coverage. Who am I speaking with please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And who do you work for?
[CUSTOMER][NEUTRAL] Um, I work for Prime Group.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so give me just a
[CUSTOMER][NEUTRAL] And I could give you the name.
[AGENT][NEUTRAL] Oh, I'm sorry, go ahead.
[CUSTOMER][POSITIVE] Oh sorry, real quick I can give you the name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] The like potential plan that I'm able to sign up for if that helps.
[AGENT][NEUTRAL] OK, that's not going to help me. So give me just a second though, to let me mm.
[AGENT][NEUTRAL] And you said it's prime Group, is that correct? Could it be listed as something else?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't think so, no.
[AGENT][NEUTRAL] OK, so I'm not able to locate even a group in our system under that name.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] As
[AGENT][NEUTRAL] With a peel.
[CUSTOMER][NEUTRAL] I mean, I, yeah, I just have a question about like the, the plan that you have that you're offering and some of the like.
[AGENT][NEUTRAL] But right, that's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, but unfortunately unless I can locate the group to refer to give you the agent's information of who you would need to reach out to, I'm not showing that we have a group by the name of Prime Group that's why I was wondering if the company could be called something else.
[AGENT][NEUTRAL] Listed another way.
[CUSTOMER][NEUTRAL] Yeah, I, I don't know what else it could be called. Yeah, I don't think so.
[AGENT][POSITIVE] Yes, ma'am. So what I would recommend.
[CUSTOMER][NEUTRAL] Um, I know for sure that it's uh.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][POSITIVE] Oh, I know for sure that it's like with your company that's part of the benefit.
[AGENT][NEUTRAL] What is the group number? Do you have your group number?
[CUSTOMER][POSITIVE] Sustainable benefits so.
[CUSTOMER][NEUTRAL] Don't have a group number, no, um.
[AGENT][NEUTRAL] OK, so what I'm gonna recommend is for you to reach out to your HR department.
[AGENT][NEUTRAL] And they should be able to provide you with the agent's information for your employer for the group.
[AGENT][NEUTRAL] Because that is who you would need to speak to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm sorry that I couldn't help you further, but again with if that is the true name of the group, if there's if it couldn't be listed another way that's not showing as as a company that currently.
[AGENT][POSITIVE] does business with us.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK, well, you're welcome, [PII]. Is there anything else that I could try and help you with today?
[CUSTOMER][NEUTRAL] So that
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] You as well.