AccountId: 011433970860
ContactId: 3ebcf565-bd3d-4e9c-9e72-6b0e6e02a1c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128580 ms
Total Talk Time (AGENT): 32243 ms
Total Talk Time (CUSTOMER): 82450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/3ebcf565-bd3d-4e9c-9e72-6b0e6e02a1c1_20241230T18:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII], how are you?
[AGENT][POSITIVE] I'm good today, [PII]. How about you?
[CUSTOMER][NEUTRAL] All is well, you know, I'm trying to take a day or two off, but it's just very difficult, you know, it's just like a barrage, you know.
[AGENT][NEUTRAL] Yes, I understand.
[CUSTOMER][NEUTRAL] Now, uh,
[CUSTOMER][NEUTRAL] So it's a little crazy. I wanted to just see if I could confirm something with you if you could pull up the uh Integra solutions IMV group that's the one that has, I think it's like the 266 uh phone uh 266 um account number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, let me look and see what that is.
[AGENT][NEUTRAL] 26696. OK, what are we doing?
[CUSTOMER][NEUTRAL] The guy's name uh has been misspelled with uh a couple different uh carriers, you know, between the medical and the dental and uh I wanted to make sure we spelled his name right if he's on here his his his name is um is.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You might show him as [PII], but his real name is [PII] and everybody put him in as uh as the wrong name. So, um his last name is [PII]
[CUSTOMER][NEUTRAL] I can't even be 100% with you that he's even on there, but um if he is.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] He's, he's, yeah, he's not, he's not enrolled.
[CUSTOMER][POSITIVE] OK, all right, perfect then you you answered the question.
[AGENT][POSITIVE] Yeah, one less carrier to worry about.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] There you go. All right, sounds like a plan. Well, thank you and happy holidays, happy healthy new [PII], [PII], and thank you for the great job that you always do. Thank you, thank you.
[AGENT][POSITIVE] Thanks, [PII]. We'll talk next year.
[CUSTOMER][POSITIVE] You take care. Alrighty, be well bye bye.
[AGENT][NEUTRAL] Bye bye.