AccountId: 011433970860
ContactId: 2559ed7c-49b0-4130-88af-454b0df17bb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187309 ms
Total Talk Time (AGENT): 49443 ms
Total Talk Time (CUSTOMER): 53059 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/2559ed7c-49b0-4130-88af-454b0df17bb9_20250303T17:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi [PII].
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hey [PII], can you check, uh, I wanna give you a member to check, uh, in group number.
[CUSTOMER][NEUTRAL] Uh, 16,020, no, I'm giving you the wrong group number. This is for Integra uh solutions I believe it's in solutions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It could be IMV, but I think it's solutions.
[AGENT][NEUTRAL] OK, just a sec, let me get that pulled up.
[AGENT][NEUTRAL] OK, and who is it that we're looking for?
[CUSTOMER][NEUTRAL] Her last name is [PII].
[CUSTOMER][NEUTRAL] First name is uh [PII] No, it's not [PII]. I'm sorry, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, I'm not seeing her. Let me see.
[AGENT][NEUTRAL] When was she supposed to be effective?
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] Maybe a C or an IMV.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] No. I am not seeing her there either.
[AGENT][NEUTRAL] Let me see if she's pending.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Have they worked the renewal yet for this group? It looks like it might.
[AGENT][NEUTRAL] Still be in renewal hold, let me check.
[CUSTOMER][POSITIVE] Yeah, you're working it.
[AGENT][NEUTRAL] OK, that's probably why she's not showing just yet is they're probably working it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'll send in her information later when I'm in the office just to double check.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right, is there anything else I can do for you, [PII]?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] No, we're, we're good, you know, it's an EDI feed now, uh, for everything with Integra and IMV.
[AGENT][POSITIVE] Oh, awesome.
[AGENT][NEUTRAL] That'll be good. All right. Um, well, they'll probably just have to pull the file then as soon as we get the renewal hold removed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll double check a little later thank you.
[AGENT][NEUTRAL] Uh, uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.