AccountId: 011433970860
ContactId: 4a1320f5-e13a-4080-95ed-5a522f5abfc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266570 ms
Total Talk Time (AGENT): 120121 ms
Total Talk Time (CUSTOMER): 81574 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/4a1320f5-e13a-4080-95ed-5a522f5abfc7_20250407T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling in because I need to verify some information for a group.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your group number?
[CUSTOMER][NEUTRAL] The group number is 25793.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and just to let you know my phone is going in and out a little bit today, so if it does that, I'll come, uh, it'll come back on.
[AGENT][NEUTRAL] But what is your callback number just in just in case the call gets disconnected I'll be able to call you back.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you, ma'am. OK, and Ms. [PII], are you with the group?
[CUSTOMER][NEUTRAL] No, I'm with the general agency.
[AGENT][NEUTRAL] OK, and what's the agents, um, the name of the agency and the um email address please?
[CUSTOMER][NEUTRAL] Ours is Center stone doing business as Benefit Mall, and my email is [PII].
[AGENT][NEUTRAL] OK, are you calling to make a payment today?
[CUSTOMER][NEUTRAL] No, no, no, I'm calling in because we need to, I need to confirm what is the group's um term policy.
[CUSTOMER][NEUTRAL] For example, when um an employee terminates from the group, when will it be effective? Would it be the date of event or will it be at the end of the month?
[AGENT][NEUTRAL] Ms. [PII], can you hear me?
[CUSTOMER][POSITIVE] Yeah I can now.
[AGENT][NEUTRAL] OK, good. And you were calling because you needed, you needed some information?
[CUSTOMER][NEUTRAL] Yes, for the group, I need to confirm the termination policy for the group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I would have to transfer you on over to group billing to be able to get the termination information for the group and they are in a meeting at the moment. Well, let me check because they were supposed to be out at [PII], so let me check real quick. It's gonna be a brief hold while I transfer you on over. Thank you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] You're so welcome. Can you um just verify the group's physical address for me?
[CUSTOMER][NEUTRAL] The group's physical address, one second, let me go to there.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, thank you. OK, it's gonna be a quick hold while I transfer you if they're still in their meeting, then I can come back and send them a request to call you when they get finished, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] I'm still here. I'm just trying to get somebody to pick up.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um a Miss [PII] on the phone. She's calling with group number 25793 from Benefit Mall.
[AGENT][NEUTRAL] And her her return number is [PII] which is the same number she's calling from and she has some questions um that she needs to ask about the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and this is for Hound Bay Bank USA?
[AGENT][NEUTRAL] It's for Benefit mall, yes, and Helm Bank is the group.
[CUSTOMER][NEUTRAL] Who's benefit mall?
[AGENT][NEUTRAL] That's who makes the payments.
[AGENT][POSITIVE] When I call in? OK, all right, [PII], thank you so much.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Bye bye.