AccountId: 011433970860
ContactId: 4b7a00c9-cb7a-4013-96ec-08d81374d5e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388119 ms
Total Talk Time (AGENT): 116589 ms
Total Talk Time (CUSTOMER): 171599 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/4b7a00c9-cb7a-4013-96ec-08d81374d5e4_20250225T18:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, can I please speak with [PII] or [PII]?
[AGENT][NEUTRAL] Uh yeah. Give me one second. May I ask who's calling, please?
[CUSTOMER][NEUTRAL] It's [PII] from NAS.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Give me one second. Let me see if one of them is available. Can I put you on just a brief 1 minute hold?
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK. So, [PII] just went on lunch literally one minute ago and [PII] is currently in a call right now. Um, would you like me to have one of them give you a call back at this number?
[CUSTOMER][POSITIVE] Yes. Yes, please.
[AGENT][NEUTRAL] OK, is there an extension or anything or just the [PII]?
[CUSTOMER][NEUTRAL] Let me give you the [PII] number. Um, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My extension is [PII] but.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] They can just ask for me.
[CUSTOMER][NEUTRAL] It's not, it's [PII].
[AGENT][NEUTRAL] Alright, and just to make sure it's [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][POSITIVE] All right. All right. I will have one of them give you a call back as soon as they are available, OK?
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Hey, let me ask you a question. Are you in customer care?
[AGENT][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, no, I'm in billing. I work in billing, uh, with [PII] and [PII], yeah.
[CUSTOMER][NEUTRAL] Are you a customer care?
[CUSTOMER][NEUTRAL] Your
[CUSTOMER][NEUTRAL] Oh well you can answer my question then.
[CUSTOMER][NEUTRAL] I wasn't sure if I got customer care. OK, so here's my question. If a broker makes changes according to the broker, and maybe I'll give you the group and you can look at it. Hold on, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The broker has indicated that they made that they did some termination on a particular group and then they're asking us about the credits, hold on.
[CUSTOMER][NEUTRAL] So I wanna, I wanna be clear on how your credits work.
[CUSTOMER][NEUTRAL] Oh hold on let me credits for December, I think was it this one? Hold on.
[CUSTOMER][NEUTRAL] OK, yeah. OK. So,
[CUSTOMER][NEUTRAL] Sorry, um, hold on, OK, so she processed in the APL portal the termination of 5 employees. The group is.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] The group is Vida Eillo.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEGATIVE] But she gave the wrong phone number.
[CUSTOMER][NEUTRAL] No, she gave the wrong group number hold on she gave, hold on.
[CUSTOMER][NEUTRAL] We pulled them from another carrier, so she gave the old carrier number hold on.
[CUSTOMER][NEUTRAL] Visa.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], oh, that's right. I, I always say that I've spoken to you before. OK, there's two group numbers for this 1, um, 26817 and 26824.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 268
[AGENT][NEUTRAL] OK, and are they asking about credits for both of them, or is there one that they're specifically that they're asking about?
[CUSTOMER][NEUTRAL] It's called
[CUSTOMER][NEUTRAL] She didn't, she didn't indicate which group they were in, which one of the two. but she, so it's [PII], is one of them.
[CUSTOMER][NEUTRAL] [PII] is another one.
[CUSTOMER][NEUTRAL] [PII] is another one, and according to those, she says that they have no coverage as of [PII].
[AGENT][NEUTRAL] Did she send you that in an email?
[CUSTOMER][NEUTRAL] Can I send it to you in an email?
[AGENT][NEUTRAL] Yeah, that's what I was gonna say um, would you be able to send it to me in an email so I can have all the information and I can, uh, look it up and then just send you like a comprehensive email back.
[CUSTOMER][NEUTRAL] OK. What's your last name, [PII]?
[AGENT][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on, I'm trying to
[AGENT][NEUTRAL] Yeah, I think you, you might if you search [PII], you should be able to see it because I think I've emailed you a few times before.
[CUSTOMER][NEUTRAL] Hold on, give, give me your email.
[CUSTOMER][NEUTRAL] I thought you have, but it's not pulling up. You said [PII]? Yeah, it's not pulling up. Can you tell me the whole email?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I know we've, I know we've emailed before.
[CUSTOMER][NEUTRAL] OK, so don't email the group, OK? I'm, I'm forwarding you the email from the group, but don't email the group just email me back, OK?
[AGENT][NEUTRAL] OK, I will, and your is your last name [PII]?
[CUSTOMER][NEUTRAL] [PII], it's a hyphenated last name, and you can, you can do away with message to the girls. You can just help me if you don't mind.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, no, I'll just respond I'll look it up and I'll respond directly to you.
[AGENT][NEUTRAL] And I don't go to lunch for until for another couple of hours, so I'll be able to look at it right now.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][POSITIVE] All right, thank you, [PII] I appreciate it.
[AGENT][POSITIVE] Yeah, no problem, [PII]. I'll talk to you later.
[CUSTOMER][POSITIVE] Have a good day. Thanks.