AccountId: 011433970860
ContactId: 5184e2ff-1ef9-49d7-9e30-c655c1bab40f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287920 ms
Total Talk Time (AGENT): 75154 ms
Total Talk Time (CUSTOMER): 72894 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5184e2ff-1ef9-49d7-9e30-c655c1bab40f_20250114T19:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm an appointed agent, and I'm the agent of record on group number 15775.
[CUSTOMER][NEUTRAL] For BioTechnica.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have your email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mm thank you. And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, several days ago, uh, last week I spoke with [PII].
[CUSTOMER][NEUTRAL] Regarding this group, um, 6 of the members are part of a, of a sister company. Um, they've been insured on this group plan because of common ownership, um, to be consistent with.
[CUSTOMER][NEUTRAL] Their health insurance with UnitedHealthcare.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And [PII] was working on separating those 6 individuals into a new group or list bill.
[CUSTOMER][NEUTRAL] Um, with the new group number.
[CUSTOMER][NEUTRAL] And so,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm trying to check on the status.
[CUSTOMER][NEUTRAL] Of that request.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let me look at this other groups that were created. One moment.
[CUSTOMER][NEUTRAL] It should be qualified data systems.
[AGENT][NEUTRAL] OK, you said qualified data solution?
[CUSTOMER][NEUTRAL] Data systems
[AGENT][NEUTRAL] That system.
[AGENT][NEUTRAL] All right. Um, let me get with [PII] and see what can she tell me about this, OK? Um, do you mind holding for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. OK, [PII] is at lunch. Um, is it OK if I send her a message to give you a call back?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. And she'll be calling you back to the number you provided to me, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Any time or do you have like a start time?
[CUSTOMER][NEUTRAL] No, anytime.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I'll go ahead and send this message over to [PII], um, and she'll be calling you back when she comes in from lunch, OK?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] OK, thank you. Have a good day. Bye bye.
[AGENT][POSITIVE] You're welcome, mister. Anything else? OK. Have a good day, Mr. [PII]. Mm bye-bye.
[CUSTOMER][NEUTRAL] OK.