AccountId: 011433970860
ContactId: 3bdb83af-574b-4571-af51-f1138d524bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182460 ms
Total Talk Time (AGENT): 69845 ms
Total Talk Time (CUSTOMER): 82252 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3bdb83af-574b-4571-af51-f1138d524bfe_20250129T21:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hey, uh, sorry you broke up there. You said your name was [PII]?
[AGENT][NEUTRAL] It's 4
[CUSTOMER][NEGATIVE] Uh, you're breaking up really bad.
[AGENT][NEUTRAL] Oh no, oh no, oh no, oh no. OK. Yes, I can hear you.
[CUSTOMER][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] There you go. There you go. No, you're good now. I, OK, cool, I can hear you now too. It was just breaking up really bad. Um, OK, so I'm [PII]. I'm with Priority HR. Um, I'm looking at an AOR letter right now. I called earlier, but you guys needed an AOR letter from, uh, from the group that we're trying to to BOR, um.
[AGENT][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] We need to take a person off of the current plan that they have. Um, her name is [PII], but I want to because we're not currently listed as AOR on your guys' end.
[CUSTOMER][NEUTRAL] Um, so what are the steps that I need to take to get this done?
[AGENT][NEUTRAL] Uh yes sir, um, first, can I get your, your group number [PII]?
[CUSTOMER][NEUTRAL] Um, I have a policy number, is that what you mean?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But you said you were with a group and you have an insured on your group that you need to remove?
[CUSTOMER][NEUTRAL] No, I, I'm with the broker.
[AGENT][NEUTRAL] Oh with the broker I'm sorry. OK, yes sir, let me go ahead and give you uh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The email address that you can send that information to it will be.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And you can send it by email, uh, letting us know the policy number and the insured that you want removed.
[CUSTOMER][NEUTRAL] OK, so, uh, yeah, you're breaking up a little bit, so send that email one more time.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I'm sorry
[AGENT][POSITIVE] Yes sir it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, uh, and then [PII], correct?
[AGENT][POSITIVE] Yes, you've got that correct, yes sir.
[CUSTOMER][NEUTRAL] OK, cool. OK, and I send that over and then how do I, how will I know if the AOR is taken over?
[AGENT][NEUTRAL] Because they'll send you back a confirmation email.
[CUSTOMER][POSITIVE] OK cool alright.
[CUSTOMER][POSITIVE] Sweet. OK, alright, well I'll I'll send this over. Thanks so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a great day and thanks for calling APL, sir.
[CUSTOMER][POSITIVE] You too thanks bye.