AccountId: 011433970860
ContactId: 2aabc44e-02fb-443a-bc39-91b5f395a97c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178649 ms
Total Talk Time (AGENT): 82445 ms
Total Talk Time (CUSTOMER): 83594 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/2aabc44e-02fb-443a-bc39-91b5f395a97c_20250307T20:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] We go.
[CUSTOMER][POSITIVE] Hey [PII], it's uh [PII], heck of a nice guy. How are you?
[AGENT][POSITIVE] Good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Yeah, good, just trying to wrap up a Friday like everybody else. What are the 4:59 fires? I know I can only hope. Um, I have a question on a PRD. Tell me when you're ready.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It's 26975.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And it's called the American Board of Pathology Incorporated.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEGATIVE] So the, I, I didn't see anything this morning. I haven't, I've been really busy trying to get pregnant women their cards because the brokers are terminating their policies and I got to get reinstated within a millisecond. But do you know when this one's gonna post? It, it just seems to be like watching paint dry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see, so this says that uh let's see, group renewal starts to see is released from renewal hold that was on 34, so it's been released from renewal hold.
[AGENT][NEUTRAL] Um, let's see, waiting period for some audited task force set up that was.
[AGENT][NEUTRAL] We usually do a billing audit. Looks like that's going and processing today. I, yeah, they set up the billing to make sure that's correct. Let me just go out here and make sure that there's not one out here. Give me just a second.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, so they haven't loaded anything yet because it looks like they do a billing audit and then once that's completed everything should be uploaded that looks like that was set for today so I'm assuming the first part of next week everything should be in the system. Is that what you're asking because you're not seeing anything?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm just waiting for the cards to drop, you know, of course, what is it already? The [PII] and um and it's supposed to be [PII]. Alright, um alright, probably Monday I'll check this weekend because I have no life. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I'll keep an eye out. I'm gonna keep an eye on it. I made a note for myself too, so I'll check it on Monday too just to see if it's out there.
[CUSTOMER][POSITIVE] Thanks, have a good weekend.
[CUSTOMER][NEUTRAL] Yeah, I usually, um, I only have 2 email and and uh two email addresses for him, and I just don't see when I sent it over, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it seems like it's been a while, but of course every day seems to be running into the next.
[AGENT][NEUTRAL] OK, that's OK. I'll check for the ID cards on Monday too and then um I've got your number so if I see that I'll shoot you an email or call you and just kind of let you know if I see it and if it's not out there, if it's not out there by Monday, I will find out why it's not out there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate it.
[CUSTOMER][POSITIVE] OK. All right, thanks. All right, you take care. Bye bye. Thanks.
[AGENT][POSITIVE] OK, you're most welcome. You too have a good weekend bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.