AccountId: 011433970860
ContactId: 3bd18e74-6643-4dff-9bd8-a3e8886f5aec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429459 ms
Total Talk Time (AGENT): 74358 ms
Total Talk Time (CUSTOMER): 237116 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/3bd18e74-6643-4dff-9bd8-a3e8886f5aec_20250529T18:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], [PII], if you could pull up 21356, this is [PII]. It's a group I wanted to, uh, I'm getting ready to complete the group's, uh, participation form and I just wanna compare I wanna compare the roster that I have with the roster that you have.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh OK yeah let me pull that up for you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. I am ready whenever you are.
[CUSTOMER][NEUTRAL] OK, would you prefer me to send you an email with all the names on it or just read it off to you?
[AGENT][POSITIVE] Yeah, if you just wanna read it off to me that will work.
[CUSTOMER][NEUTRAL] OK, here we go. This is an alphabetical order. First one is areas.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, yes, sir, we have that.
[CUSTOMER][NEUTRAL] The next, next one is uh uh [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Next one is [PII].
[CUSTOMER][NEUTRAL] [PII] is the first name [PII] I I think it's [PII] [PII] or [PII] I'm not sure D R A something.
[AGENT][POSITIVE] Yes, yes, [PII] we have that, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], [PII], [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Um, yeah, uh, [PII] like that, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] uh [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And Kerry and Winters or Kerry something like that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We don't have Kerry and Winters.
[CUSTOMER][NEUTRAL] OK, so let's take a look because last month we added a couple people last month we added.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know
[CUSTOMER][NEUTRAL] I sent you to add last month.
[CUSTOMER][NEUTRAL] Uh, that lady named [PII].
[CUSTOMER][NEUTRAL] And I sent you the app and I also sent you uh Kea Winters.
[CUSTOMER][NEUTRAL] I sent you those and I'm gonna send them to you again.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yeah if you wanna send that over.
[CUSTOMER][NEUTRAL] This was on 519.
[CUSTOMER][NEUTRAL] Let me just look and see where I sent them on [PII].
[CUSTOMER][NEUTRAL] Because it's possible I screwed it up, so let's just see.
[AGENT][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] No 5:19 here it is, please see attached in below for Healthstone Primary Care Partners for 61 and attached with two new new people but you only added to one.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Well, if you wanna send that over, yes sir, if you wanna resend that over um we can get that added.
[CUSTOMER][NEUTRAL] Resend it
[CUSTOMER][NEUTRAL] OK, so I'm gonna say here, um, please.
[CUSTOMER][NEUTRAL] Um, new hires.
[CUSTOMER][NEUTRAL] For Healstone.
[CUSTOMER][NEUTRAL] Primary care
[CUSTOMER][NEUTRAL] And the number was uh was 21356 yeah 21356.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, all right, primary care.
[CUSTOMER][NEUTRAL] Alright, so in here we have 2 people you already put one of them on.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the second one's name is [PII]
[CUSTOMER][NEUTRAL] Winters.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Winters.
[CUSTOMER][NEUTRAL] Alright, so let me make sure.
[CUSTOMER][POSITIVE] That um I've got her on here correctly.
[CUSTOMER][NEUTRAL] During winters.
[CUSTOMER][NEUTRAL] I make sure I'm spelling her name right.
[CUSTOMER][NEUTRAL] So it's [PII]
[CUSTOMER][POSITIVE] And and so I left off the [PII] that's why it looks funny. OK, please see new hires for Hellstone primary care, um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] To be added.
[CUSTOMER][NEUTRAL] OK, alright, I'm just sending this to you right now.
[CUSTOMER][NEUTRAL] OK, I just sent that over.
[AGENT][POSITIVE] OK perfect we'll take care of that today.
[CUSTOMER][NEUTRAL] Now I'm gonna, I need to send in the group coverage form. Do you want me to wait until you get that that set up first before I send this in?
[AGENT][NEUTRAL] No, sir. No, you can send that, you can send that in today.
[CUSTOMER][NEUTRAL] I can send it in
[CUSTOMER][POSITIVE] OK, all right, perfect then I will send this over here momentarily and um and then we'll be, we should be good to go.
[AGENT][POSITIVE] Alrighty sounds good.
[CUSTOMER][POSITIVE] Have a nice day. Thank you for your help.
[AGENT][POSITIVE] You as well of course have a good day bye.