AccountId: 011433970860
ContactId: 3589f061-7a20-4db3-a7a9-c02082cd199d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397480 ms
Total Talk Time (AGENT): 117715 ms
Total Talk Time (CUSTOMER): 182822 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/3589f061-7a20-4db3-a7a9-c02082cd199d_20250407T14:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, um, my name is [PII]. I'm an appointed agent and I have a, a group that
[CUSTOMER][NEUTRAL] Um, the business was sold.
[CUSTOMER][NEUTRAL] I believe
[CUSTOMER][NEUTRAL] Uh, we separated.
[CUSTOMER][NEUTRAL] The sister company that used to be all on the same group build the group build number is 15775.
[AGENT][NEUTRAL] OK, let me pull that up and let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And so two things. One, I, I gotta have to confirm that this, this, the sister company qualified data systems.
[CUSTOMER][NEUTRAL] is separate.
[CUSTOMER][NEUTRAL] Uh, on their own, um, and 2.
[CUSTOMER][NEUTRAL] That the group BioTechnica.
[CUSTOMER][NEUTRAL] Needs to be
[CUSTOMER][NEUTRAL] Terminated and they were asking for instructions on how to
[CUSTOMER][NEUTRAL] Terminate their group.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], I think I'll need to get um
[AGENT][NEUTRAL] Broker resources on the line to assist you with this information, um, but let me go ahead and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you don't mind verifying me the email address, your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, one moment, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Good how are you [PII]?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have an agent on the line um that he's calling, um, about two things. Um, it looks like there was a business that was sold and he needed to separate data systems and then there's one that needs to be terminated, so he's calling. I'm not sure if I got the right place based on my notes it looks like I am, but I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, you're fine.
[AGENT][NEUTRAL] OK. All right. Uh, yes, mhm, yes, the group number that needs to be terminated and uh that's what I have based on what he was telling me, um, is 15775 again that's 15775, which is BO uh biotechnica. Yeah, uh-huh, and that's the one he said he needs terminated, but you can confirm that with him.
[CUSTOMER][NEUTRAL] Did he give you the group number or anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh [PII] and whatever, you know, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, sounds good.
[AGENT][NEUTRAL] And then the other one, he didn't give me a name but that one he says he needs the data system to be on their own, which I'm not sure what is that? OK.
[CUSTOMER][NEUTRAL] Mm, uh, probably the electronic file feed out I'm not sure. I'll figure it out what's his name?
[AGENT][NEUTRAL] Probably.
[AGENT][NEUTRAL] OK, his name is uh [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much. I'll take it.
[AGENT][POSITIVE] OK, you're ready? OK, here he comes. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye. Thank you for holding and being patient for Ms. [PII]. I've got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, and I explained everything already to her, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. She said you had a, uh, issue, uh, well, first off, she gave me a group number 15775 for Biotechninica Incorporated. Um, was that group terminating?
[CUSTOMER][NEUTRAL] Yes, however, uh, back in January they they thought they they knew this was gonna transpire because their, their business was being sold and they had a sister company that used to be on this group called Qualified Data Systems.
[CUSTOMER][NEUTRAL] And I'm not sure if if I know they separated them but I'm not sure if that qualified data systems has their own group number so that it's biotechnically terminates it's not gonna affect them. That's got you makes sense. OK, let's see if we have a group number for them.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Alright, so I have qualified data systems as group number 26912. OK, so they, so, so if 15775 terminates it's not gonna affect them.
[CUSTOMER][NEUTRAL] It shouldn't. Let me just look at the screen for this group. Give me one second to make sure that they don't have it.
[CUSTOMER][NEUTRAL] Hide really weird hang on.
[CUSTOMER][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] OK, let's see master policy, so it shows it's tied to group 15775. So but we don't want anybody to cancel on this particular group. So they did separate it out and gave it his own product number. So, OK.
[CUSTOMER][NEUTRAL] Um, when is the other group canceling?
[CUSTOMER][NEUTRAL] 15 they they they they just sold it so as of [PII] they need to.