AccountId: 011433970860
ContactId: 2681b61a-ddda-41d1-81b2-51c115ce0917
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453140 ms
Total Talk Time (AGENT): 52263 ms
Total Talk Time (CUSTOMER): 82586 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/2681b61a-ddda-41d1-81b2-51c115ce0917_20250613T13:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], could you, um, could you pull up, uh 20075? I'm getting ready to send you the group coverage and participation form wanted to see how many confirm how many employees you're showing on the plan.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] Sorry, the computer had just shut down and I was just restarting bringing everything back up.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And you said it's group number 2005?
[CUSTOMER][NEUTRAL] Uh, yes, 20 20075.
[AGENT][NEUTRAL] 20075 OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] I'm pulling up. Can I put you on hold for just one second please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Morgan Webb is currently unavailable.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir,
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I'm here, hold on a second. I'm getting many calls at the same time, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK, so how many employees are you showing?
[AGENT][NEUTRAL] We're showing um 21 eligible and 20 active.
[CUSTOMER][NEUTRAL] Alright, let me see if I match that. Let's see, I'm on the medical right now, so let's see, we have 14.
[CUSTOMER][NEUTRAL] It's 1516.
[CUSTOMER][NEUTRAL] 17
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] I'm showing 2 over here. You're showing 21?
[AGENT][NEUTRAL] I'm showing 21 eligible and 20 active.
[CUSTOMER][NEUTRAL] Oh OK yeah I'm showing 20 active as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright good.
[CUSTOMER][POSITIVE] Sounds like a plan.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, I had a, I had a, um, one of the employees we recently added the son. I don't know if you guys added him to the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the plan let me make sure that I tell you, hang on a minute.
[CUSTOMER][NEUTRAL] Let me find him here.
[CUSTOMER][NEUTRAL] All right. The, the, the, the father's name is [PII], [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you add the son to the plan?
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] The son's name is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm looking.
[CUSTOMER][NEUTRAL] If you don't, I can give you his name, date of birth, and social.
[AGENT][NEUTRAL] So it's not showing.