AccountId: 011433970860
ContactId: 362434aa-4c34-4154-8735-b98fc38834e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201779 ms
Total Talk Time (AGENT): 27877 ms
Total Talk Time (CUSTOMER): 128491 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/362434aa-4c34-4154-8735-b98fc38834e5_20250613T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, can you pull up 241-777 that's top drawer printing.
[AGENT][NEUTRAL] 24177.
[CUSTOMER][POSITIVE] Yeah, I'm getting ready to send you the group coverage and participation form just wanted to make sure I have everything lined up right with who you're showing on the plan.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] You should
[CUSTOMER][NEUTRAL] How many people do you show? Do you show 7?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, do you still show somebody by the last name of [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Which one, [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, [PII] has moved to Medicare.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we're gonna be taking off [PII].
[AGENT][POSITIVE] OK, perfect. And is.
[CUSTOMER][NEUTRAL] So if you like I can send you an email right now I'm just gonna say please.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Term
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Effective.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] As he is now on Medicare.
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][POSITIVE] Yes sir, that's great.
[CUSTOMER][NEUTRAL] OK, and in the subject line I'm gonna put top drawer.
[CUSTOMER][NEUTRAL] Printing
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, anything else you need me to put in the group number?
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] No, that is it. Oh, the group number would be great, yes.
[CUSTOMER][NEUTRAL] OK, so let me put this over here, sending this to the Florida team.
[CUSTOMER][NEUTRAL] And I'm gonna put the group number in so I need to send it secure.
[CUSTOMER][NEUTRAL] Please [PII] please term.
[CUSTOMER][NEUTRAL] I'm gonna put in here um.
[CUSTOMER][NEUTRAL] Top drawer.
[CUSTOMER][NEUTRAL] Printing
[CUSTOMER][NEUTRAL] Employee.
[CUSTOMER][NEUTRAL] And I'll put the group number right here and top door printing number.
[CUSTOMER][NEUTRAL] 241-777.
[CUSTOMER][NEUTRAL] OK, please term top to printing group number 24177 employee [PII] effective [PII] as he's now on Medicare.
[AGENT][POSITIVE] That's perfect.
[CUSTOMER][NEUTRAL] Alright, OK, and uh I'm going to also complete the um uh can I put the uh question the uh group coverage form on the same email is that OK?
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Um, yeah, you can do that.
[CUSTOMER][NEUTRAL] OK, alright, I will put that on. I will complete that form. Let me make sure I have it here.
[CUSTOMER][NEUTRAL] 2025 group coverage form, let's see.
[CUSTOMER][POSITIVE] Yes, I do. OK, I'm gonna complete this form and I'll have it over to you in 5 minutes.
[AGENT][POSITIVE] Alrighty, sounds great. Thank you.
[CUSTOMER][POSITIVE] Thanks have a nice day appreciate it bye bye.
[AGENT][NEUTRAL] You as well. Bye bye.