AccountId: 011433970860
ContactId: 2c5c6721-a3b7-4b84-b9ab-cbc3129b8b77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455390 ms
Total Talk Time (AGENT): 107645 ms
Total Talk Time (CUSTOMER): 201116 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/2c5c6721-a3b7-4b84-b9ab-cbc3129b8b77_20250114T21:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good. I have the agent of record, uh, [PII] on the phone. Um, he is with group number 15775.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Biotech, he said he's been working with [PII] um to get about 6 members transferred over to I don't know if it's a different group or a different location um because the main person they're they've gone out of business.
[CUSTOMER][NEUTRAL] And he's basically following up on the status of that.
[AGENT][NEUTRAL] OK, I can help you with that, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] He's calling about group 15775 transferring to a different group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There are 6 people under that group he said should be transferred to a different, I don't know if it's a location or a group, but the reason is because the main company is, is closing.
[CUSTOMER][NEUTRAL] So they're needing to get them separated uh into a different and I don't know what group that is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or where they need to be separated too.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I'll see what I can do.
[CUSTOMER][NEUTRAL] All right thank you here he comes. did you need his phone number or do you see it there on the caller ID?
[AGENT][NEUTRAL] Uh, yeah, give me the phone number.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I keep calling me.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][POSITIVE] Yeah, I'm ready now.
[CUSTOMER][POSITIVE] OK, here, here he comes, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, good afternoon. This is London customer services. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm an appointed agent, and there's a group, uh, that I'm the agent of record on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or biotechnica.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] I spoke with [PII] last week and explained the word that uh there's 6 members on this group that need to be separated, um.
[CUSTOMER][NEUTRAL] Because they're, they're part of a sister company and they were all together because of common ownership, um, to be consistent with the health insurance and
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The, the main company, Biotechnic is being sold off so for legal reasons, they need these 6 members separated with a different risk group number.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And she was working on that, um, so I'm checking on the status cause the legal team needs some type of welcome letter or something showing that.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] This request has been done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. What is the, the group that you're changing it to? The 62?
[CUSTOMER][NEUTRAL] The name of the group is qualified Data Systems.
[AGENT][NEUTRAL] OK. Do you know that number or?
[AGENT][NEUTRAL] And I can
[CUSTOMER][NEUTRAL] I, I, I can't have that number because she was separating. He was creating a new group for them.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] The group number is biotechnica.
[AGENT][NEUTRAL] Is I've got that um.
[CUSTOMER][NEUTRAL] It's the one I gave you.
[AGENT][NEUTRAL] Right, what, what is one of the names uh of the people that need to be switched to the other group and I can look at that and see if they've been switched yet.
[CUSTOMER][NEUTRAL] [PII], first name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEGATIVE] Yeah, you're, you're cutting out. Um.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you hear me better now?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can barely hear you. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't see a new group or anything by qualified data systems yet. Uh, she's probably still trying to get the group set up.
[CUSTOMER][NEUTRAL] How about now?
[AGENT][NEUTRAL] But um,
[AGENT][NEUTRAL] Let me look
[AGENT][NEUTRAL] How do you spell that guy's last name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find it this way.
[CUSTOMER][POSITIVE] I can give you a social if you need that.
[AGENT][NEUTRAL] Yeah, let me, let me get his social and see if I can find it that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, she hasn't she hasn't gotten the group set up yet uh she's still working on that.
[AGENT][NEUTRAL] But I, I'm sure as soon as she gets it set up she'll she'll notify you.
[CUSTOMER][NEUTRAL] OK, can
[CUSTOMER][NEUTRAL] Can you see because they're they're, they're calling me every 2 or 3 minutes now.
[AGENT][NEUTRAL] I'm sorry, yeah.
[CUSTOMER][NEUTRAL] And, and
[CUSTOMER][NEUTRAL] I keep telling them it's, it's around the corner, it's around the corner and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Days, days are passing by.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me get your, your phone number and I'll get her to call you back and let you know when it's happening.
[CUSTOMER][NEUTRAL] Does she think, does she think?
[CUSTOMER][NEUTRAL] OK, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get her a message and she'll she'll give you a call back on that. Is there any.
[CUSTOMER][POSITIVE] Yeah she can call me and give me a timeline so I can so I can tell them because we've been going day by day and every day they're calling me 10 times and and I'm, you know, I'm at the mercy of you guys so alright thank you alright thank you bye bye bye.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Right. OK. All right. Well, thank you for calling APL. Have a good day, mister.