AccountId: 011433970860
ContactId: 32d53db8-0ae0-4551-bb45-d3def9261385
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335239 ms
Total Talk Time (AGENT): 58366 ms
Total Talk Time (CUSTOMER): 184942 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/32d53db8-0ae0-4551-bb45-d3def9261385_20250327T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], could you pull up uh group 17847?
[AGENT][NEUTRAL] Uh, give me just a second.
[AGENT][NEUTRAL] 17847.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um I just wanna confirm the number of people you're showing on the plan because I'm working on the uh group renewal form now.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, we have 5.
[CUSTOMER][NEUTRAL] It's either 5 or 6.
[AGENT][NEUTRAL] Yeah, we have 5.
[CUSTOMER][NEUTRAL] You have 5.
[CUSTOMER][NEUTRAL] Let me ask you a few of these are the names you show. I'm sorry, my, I have a new puppy and um my wife's out so I'm watching him today so he's making a racket here. Alright, so I have um [PII].
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Play.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] hey [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, did you say?
[CUSTOMER][NEUTRAL] Now is [PII] a dependent?
[AGENT][NEUTRAL] Uh, no, [PII] looks like he's, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] He's one of
[CUSTOMER][NEUTRAL] Is he a dependent?
[AGENT][NEUTRAL] Uh, it doesn't look like it. It looks like he's one of the 5.
[CUSTOMER][NEUTRAL] OK, alright, and uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then, uh, [PII], No [PII], she's independent, right?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, so we're good, so that's the 5.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We've got 5.
[CUSTOMER][NEUTRAL] OK, we should be good with that one. OK, let me also look over at another group because I'm doing their enrollment is uh 24017.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 24017.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I wanted to ask you the same thing. What are you showing like 12 or something like that?
[AGENT][NEUTRAL] Over 8.
[CUSTOMER][NEUTRAL] You have 8
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 8 on there. OK.
[CUSTOMER][NEUTRAL] Alright, just wanted to uh make sure that I align with you guys. I'm gonna go on the major medical right now and I'll see how many you're on here.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just take a quick look here and we're gonna change the group to [PII].
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK, we'll select the group.
[CUSTOMER][NEUTRAL] And let's just see what they show.
[CUSTOMER][NEUTRAL] OK, here we go, so they have on here now, uh, I'm just gonna read you the names I have an alphabetical order.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, this is, um, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't have that one.
[CUSTOMER][NEUTRAL] You don't have [PII].
[CUSTOMER][NEUTRAL] Alright, let me make a couple of notes here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so the ones you're missing first off is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Next one is uh [PII] or very [PII] or something [PII].
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's the last name?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] [PII] is the last name, yeah, yes.
[CUSTOMER][NEUTRAL] Next one is [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Next one is [PII].
[AGENT][NEUTRAL] Don't have that one.
[CUSTOMER][NEUTRAL] You don't have [PII], wow.
[CUSTOMER][NEUTRAL] You know what? Some of these people.
[CUSTOMER][NEUTRAL] Not sure what's going on. OK, uh, [PII], so you don't have her either, obviously.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright, none of the Hawthorns. OK, how about [PII]?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] I do, mhm, all of those are on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so basically that's 8, let me just count them with you, so we have 1.
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 45678. All right, I'm at you. OK, got you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Alright, so we should be good with that. I'm gonna send, send those over to you here, uh, momentarily.
[AGENT][POSITIVE] OK sounds good yeah have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Take care. Thank you. Have a good day. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.