AccountId: 011433970860
ContactId: 4bb68688-3c70-4d1e-9a58-203ead861d49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221570 ms
Total Talk Time (AGENT): 74248 ms
Total Talk Time (CUSTOMER): 108049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/4bb68688-3c70-4d1e-9a58-203ead861d49_20250408T13:47_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for
[CUSTOMER][NEGATIVE] Hello, good morning. This is [PII] in customer service. I am having a little bit of an issue listening to you. You sound far away.
[AGENT][NEUTRAL] Is this better?
[CUSTOMER][NEUTRAL] A little bit.
[AGENT][NEUTRAL] How can I help?
[CUSTOMER][NEUTRAL] All right. Um, I have Ms. [PII] with Gulf Coast LTC Paola Nursing and Rehab. Um she is requesting a copy of the agreement um with us about the policies that we handle for them. I'm not um customer service doesn't really handle that part of the information, I believe.
[AGENT][NEUTRAL] OK, what's the, do you have?
[CUSTOMER][NEUTRAL] Is this something that you can help her? Mhm.
[AGENT][NEUTRAL] I can, um, do you have a uh group number for me?
[CUSTOMER][NEUTRAL] Yes, um, 14941.
[AGENT][NEUTRAL] 41, and you said her name is [PII]?
[CUSTOMER][NEUTRAL] Yes, Era.
[CUSTOMER][NEUTRAL] She is the contact person as well.
[AGENT][POSITIVE] Yes, send her my way.
[CUSTOMER][NEUTRAL] All right, um, callback number is the same one she's calling from.
[AGENT][NEUTRAL] OK, the [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Good morning, this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Gulf Coast LTC Partners Inc.
[CUSTOMER][NEUTRAL] One of our facilities, sorry.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] One of our facilities is asking for a copy of the agreement between um.
[CUSTOMER][NEUTRAL] Between us and you that show.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Who, who is responsible for the employee or employee?
[CUSTOMER][NEUTRAL] Taxes as well as uh filing your W-2s.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Let me see what the group has. They have disability, um, I'll have to check with a peer to find out what I can provide to you, um, or are they looking for like a certificate of like the coverage is are you just.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, they're looking for an agreement that states that the employer is responsible for uh which taxes and the employer employee is uh responsible for for her taxes.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, let me see if uh I may have to check with a couple peers to find out um to get you the correct answer, um, and [PII], what's a good call back for you that I can.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and is your email, is it uh [PII]?
[AGENT][NEUTRAL] And [PII] can't [PII], OK, [PII], is that your email?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] yes.
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, give me a little bit of time to get you an answer and then I can certainly give you a call back um or email you anything that, you know, if there's something that I, documentation that I need to send you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh thank you, thank you for calling APL you have a great day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too, bye bye.