AccountId: 011433970860
ContactId: 3c7b6d50-1756-4c31-9e41-895fdb1a9450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397899 ms
Total Talk Time (AGENT): 89409 ms
Total Talk Time (CUSTOMER): 125422 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3c7b6d50-1756-4c31-9e41-895fdb1a9450_20250115T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm an appointed agent and I'm calling regarding group number 15775.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] BioTechnica.
[AGENT][NEUTRAL] And let me pull that up and how are you doing today, [PII]? I think I spoke with you before. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing good. I'm pulling up the group now. Hold on one moment.
[AGENT][NEUTRAL] And you've already given me the group name, I just need um the address, phone number and your email address.
[CUSTOMER][NEUTRAL] My email address is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] And which address are you looking for?
[AGENT][NEUTRAL] Um, for the group.
[CUSTOMER][NEUTRAL] The, the group.
[CUSTOMER][NEUTRAL] It was in
[CUSTOMER][NEUTRAL] [PII], give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right and thank you so much for verifying [PII], and how may I assist you today?
[CUSTOMER][NEUTRAL] Uh, I, last week I, I spoke with or.
[CUSTOMER][NEUTRAL] Um, yeah, I spoke with [PII], and this, there's 6 members of this group that need to be separated into a new group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I gave her all the information by email.
[CUSTOMER][NEUTRAL] Back on [PII], um.
[CUSTOMER][NEUTRAL] The name of the group, the address, the everything.
[CUSTOMER][NEUTRAL] And the individuals, um, you know, with, with whatever dependence.
[CUSTOMER][NEUTRAL] Uh, were included in their coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I haven't heard back from her and.
[CUSTOMER][NEUTRAL] They're urgently needing this yesterday.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So let's do this.
[CUSTOMER][NEGATIVE] And, and yesterday I called several times and they told me [PII] was gonna give me a call, [PII] hasn't called me and nothing's happening and, and.
[CUSTOMER][NEUTRAL] The reason for this is the biotechnic is being.
[CUSTOMER][NEUTRAL] Sold and you know they the the 6 members were on the coverage because.
[CUSTOMER][NEUTRAL] They have common ownership and and they were being consistent with their health insurance.
[CUSTOMER][NEUTRAL] So these 6 members were on the biotechnical group and now they need to be separated because.
[AGENT][NEUTRAL] OK, so for.
[CUSTOMER][NEUTRAL] The company is being sold.
[AGENT][NEUTRAL] OK, um, yes, I do remember speaking with you, so I, I, um, I do remember the situation. I am writing [PII] right now to see she looks available to me, so I'm trying to get her so I can get her on the line with you. Do you mind if I place you on just a brief hold? Um, I'm just sending her a message. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Please, yes, OK. I'll hold.
[AGENT][NEUTRAL] Hold on one moment and I'm so sorry she didn't call yesterday, but I'm trying to get her now for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] In the world.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. So, I do have [PII] um on the other line. Before I transfer you, is there anything else I could assist with?
[CUSTOMER][POSITIVE] That's it for now, thank you.
[AGENT][NEUTRAL] You're very welcome. Well, thanks for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Well, how can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I have um [PII] on the other line.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Yes, yes.
[AGENT][NEUTRAL] OK, hold you, you ready or you want me to hold on?
[CUSTOMER][POSITIVE] OK. Yes. No, I'm ready. Thank you.
[AGENT][NEUTRAL] OK, you're welcome. Hold on one moment.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thanks again for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mr. [PII].