AccountId: 011433970860
ContactId: 40d6922d-cfd8-4cf6-90ff-c03d33ce84c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 719619 ms
Total Talk Time (AGENT): 265748 ms
Total Talk Time (CUSTOMER): 320605 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/40d6922d-cfd8-4cf6-90ff-c03d33ce84c8_20250403T16:39_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes. My name is [PII] and I'm calling regarding the group number 17021.
[AGENT][POSITIVE] Yes, ma'am. How may I help you?
[CUSTOMER][NEUTRAL] OK. I would like to know, so the, the list and that is uh uh [PII].
[AGENT][NEUTRAL] Uh, I'm, I'm sorry, um, you said your name is [PII]?
[CUSTOMER][NEUTRAL] The insured
[CUSTOMER][NEUTRAL] My name is [PII], yes.
[AGENT][NEUTRAL] OK, and I just need to verify a little bit of information just so I can pull up the right information. What is the mailing address for that group?
[CUSTOMER][NEGATIVE] Uh, first of all, ma'am, first of all, your voice is breaking. I can't hear you very well.
[AGENT][NEUTRAL] Oh, I'm so sorry. I just need to verify some information to make sure I have the right uh information pulled up for you. What is the group's mailing address?
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] OK, first of all, I'm calling, OK, I'm calling on behalf of the agent [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] He's the agent for this group, yes.
[AGENT][NEUTRAL] Can you give me the mailing address for the group, please?
[CUSTOMER][NEUTRAL] You have it in record, ma'am. I can give you the PIN number of today. I can give you the agent number.
[AGENT][NEUTRAL] Yes, ma'am, but I can't speak with just anyone. I need to verify information.
[CUSTOMER][NEUTRAL] OK, one second. Hello, I'm the agent. How can I help you, ma'am?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, I just have to verify the information for the group in order to speak with, you know.
[CUSTOMER][NEUTRAL] Slow down.
[CUSTOMER][NEUTRAL] Absolutely. I heard you, ma'am. Go ahead. What is it that you need? You want the address [PII]?
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. Any anything else?
[AGENT][NEUTRAL] Yes sir, the phone number?
[CUSTOMER][NEUTRAL] The phone number for who? Me?
[AGENT][NEUTRAL] The group?
[CUSTOMER][NEUTRAL] The group you should have several phone numbers.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] anything else?
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Um, I do not have, oh, I do have that. I apologize. I do have that as a fax number, so yes ma'am, yes sir, and you said this is.
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] I'm I'm sorry, you said you were who?
[CUSTOMER][NEUTRAL] I am the agent [PII]. I brought you the business. I've been, you've had that business for over 10 years. What is the problem now?
[AGENT][NEUTRAL] And I have permission to speak with.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] There's no problem, Mr. I'm, I have to do that to make sure that I can speak with the person that calls.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Absolutely. And I'm taught to do this too.
[CUSTOMER][POSITIVE] Bring you the business.
[CUSTOMER][NEGATIVE] And if you give me a hard time, I'll talk to somebody else.
[AGENT][NEUTRAL] No hard time, sir.
[CUSTOMER][NEUTRAL] OK, here's my assistant.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. How may I help you?
[CUSTOMER][NEUTRAL] OK. First of all, the reason I'm calling is regarding the group number 17021.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Once you open the, yeah, you get to them let me know.
[CUSTOMER][NEUTRAL] So I can give you the names.
[AGENT][NEUTRAL] I'll have it open.
[AGENT][NEUTRAL] I do have it open, ma'am.
[CUSTOMER][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I'm not seeing him. Let me pull up another page here.
[CUSTOMER][NEUTRAL] Of course maybe you have another page because it's supposed to show at the end this.
[AGENT][NEUTRAL] OK, I do have, I have that name, yes, ma'am. I have one that says [PII], but it's got a [PII] and then the one that doesn't. I don't know if that's supposed to be different people or not.
[CUSTOMER][POSITIVE] Must have be a go.
[CUSTOMER][NEUTRAL] OK. Can you give me the one that you have, the, the date of birth, please, for him?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The one that says [PII] or no?
[CUSTOMER][NEUTRAL] OK, here, let me talk.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] These are 2 brothers. They're 2 brothers, OK?
[AGENT][NEUTRAL] Yes, sir, and I needed to know which one she was.
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, wait, wait, wait, you have to listen to me.
[CUSTOMER][NEUTRAL] They're two brothers. The only way to identify these people, and they have identical names.
[CUSTOMER][NEUTRAL] Believe it or not, the only way to identify them is with the date of birth.
[CUSTOMER][NEUTRAL] So, the date of birth that should be enrolled is [PII].
[CUSTOMER][NEUTRAL] That's the only one. The other one should not be enrolled. Here's my assistant.
[CUSTOMER][NEUTRAL] OK. Uh, did you find the date of birth for him, the one that you have, please?
[AGENT][NEUTRAL] I apologize Miss [PII]. I am looking at both of them. Let me see.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I apologize. I'm just looking for the date of birth and I do not know why I do not have.
[CUSTOMER][NEUTRAL] No problem, no problem. Take your time, but uh we need to clarify the, the.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Why does?
[CUSTOMER][NEUTRAL] And she's got it.
[CUSTOMER][NEUTRAL] You couldn't find it?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Well, I have, I have both of them and I'm just trying to distinguish on where they have the birthday listed and I cannot find it to save my life, so I'm trying to locate that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][NEUTRAL] OK, in your list, give me one second, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, what exactly do you have? Do you have two names for [PII]? First of all, let, let us be clear, OK, do you have?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, there is the only distinction on the, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK. Do you have the address for this one? Home address.
[CUSTOMER][POSITIVE] I'm gonna make your life easier. OK, give me the home.
[AGENT][NEUTRAL] Let's.
[AGENT][POSITIVE] You are very kind. Let's see.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Yes, ma'am. I have [PII].
[CUSTOMER][NEUTRAL] Uh-huh. OK, great. This one needs to be removed, please.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEGATIVE] From your list because he don't want benefits anymore. He doesn't have insurance.
[AGENT][NEUTRAL] Oh, he has declined benefits, OK.
[CUSTOMER][NEGATIVE] Yeah, he don't have, he don't, he don't have, he's not qualified.
[AGENT][NEUTRAL] So that's
[AGENT][NEUTRAL] I see. OK.
[CUSTOMER][NEUTRAL] OK, so this one needs to be removed.
[CUSTOMER][NEUTRAL] Immediately please.
[CUSTOMER][POSITIVE] Means effective.
[CUSTOMER][NEUTRAL] We need to go back to January.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I have a couple of months.
[CUSTOMER][NEUTRAL] Uh, give me your name, please.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, can you give
[CUSTOMER][NEUTRAL] And, OK, and.
[AGENT][POSITIVE] Yes, ma'am. And I'll have a couple of months of credit. Do you know how the group would like to receive that credit?
[CUSTOMER][NEUTRAL] So please.
[CUSTOMER][NEUTRAL] Adjusted on the bill.
[CUSTOMER][NEUTRAL] You can adjust it on the bill.
[AGENT][NEUTRAL] Yes ma'am, let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm pulling that up now.
[AGENT][NEUTRAL] Alright, so it looks like you guys have your March invoice still open and I can do that. Let's see.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Please, yeah.
[CUSTOMER][NEUTRAL] And, and I need you also to send me a confirmation that we spoke together and yes, and it was removed from the list. And I hope that the following billing, his name, don't show.
[AGENT][POSITIVE] Oh, absolutely. Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We need to make sure. Otherwise,
[AGENT][NEUTRAL] So what I'll do
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] Yes, I apologize for interrupting. There's a little bit of a delay in the call, um, so what I'll do is I'll credit this the March invoice, so I'll take him off of the March invoice, but I'll put the credit on there and then since the April invoice is already generated, I would just remove him. I don't know if he's on there or not. I'd have to look if he is on the April invoice I'll just have him removed, but on the following invoice he should not appear at all.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Alright, so I just want.
[CUSTOMER][NEUTRAL] And do you want me to give you his date of birth as well?
[AGENT][NEUTRAL] No, ma'am, I don't need this. I don't, I don't need that date of birth. We've determined which one it was, yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. OK, OK.
[AGENT][NEUTRAL] So while we're on the phone, I just wanna make sure 1702 let me just um
[AGENT][NEUTRAL] Make sure that we've picked the right 1, [PII].
[CUSTOMER][POSITIVE] Take, take your time, take your time. Take your time, no big deal.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] So I what I wanted to do was check the address of the other one and I think that I might have the same address, so I need to make sure that I have the right individual.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, give me the address of the second one so I can help you if it's because we don't need to be, yeah, please.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, it is different. OK, so the one that we do want to take off is [PII], OK.
[CUSTOMER][NEUTRAL] Yes, correct. The second one is
[AGENT][NEUTRAL] OK, I just wanted to make sure of that so I didn't mess anything up.
[CUSTOMER][POSITIVE] OK, you're completely right.
[AGENT][NEUTRAL] OK, alright, and the last thing I need to do is.
[AGENT][NEUTRAL] What email address would you like for me to send that confirmation to? Would you like me to send it to [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I will send that confirmation to him. I'll get this taken care of for you guys right now and get that confirmation over to him.
[CUSTOMER][POSITIVE] Thank you so much. Thank you so much. And you have a great day. OK. Bye-bye now. Thanks.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, you as well. Thank you for calling APL. Bye-bye.