AccountId: 011433970860
ContactId: 589bc7ff-ddfe-40a5-a17a-1271eb31ede3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355149 ms
Total Talk Time (AGENT): 172747 ms
Total Talk Time (CUSTOMER): 93877 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/589bc7ff-ddfe-40a5-a17a-1271eb31ede3_20250117T18:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], can you tell me how I can find our policy documents? I can't seem to get them from, you know, the web portal.
[AGENT][NEUTRAL] OK, so you're the primary policy holder and you're wanting to find out how to
[CUSTOMER][NEUTRAL] Where the
[CUSTOMER][NEUTRAL] We're an employer, yeah.
[AGENT][NEUTRAL] OK, so you're the group administrator?
[CUSTOMER][NEUTRAL] I guess so, yes.
[AGENT][NEUTRAL] OK. So yes, ma'am. I can um try and help you with this, and who am I speaking with?
[CUSTOMER][NEUTRAL] Mhm. My name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, you know, I'll give you my cell phone [PII].
[AGENT][NEUTRAL] Thank you. And what is the group number?
[CUSTOMER][NEUTRAL] It is 26657.
[AGENT][NEUTRAL] Thank you. One moment please. What I'll need to do, um, [PII], yes ma'am, is to pull up the group's information. I will have to verify several things with you first for security, so just a moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the group name and also the address for the group.
[CUSTOMER][NEUTRAL] Sure, it's Boca Holdings LLC. Uh, the address is [PII].
[AGENT][NEUTRAL] Thank you. And then your email address that we would have on file for.
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] Or the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, there's 3 you may have, um, I use the.
[CUSTOMER][NEUTRAL] I use the accounts payable, so you may have [PII] [PII] and you also may have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have the first one that's, that's the one I can say. OK. And then the primary number, phone number on file for the group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] OK, thank you. Now, are you needing to get a copy like of your own policy information?
[CUSTOMER][NEUTRAL] No, the company policy.
[AGENT][NEUTRAL] OK. So what I'm going to do, um, let me, let me just double check a couple of things.
[AGENT][POSITIVE] I appreciate your patience. Well, I'm just looking at a couple of things. You're yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] Yeah, no problem. I appreciate your help. Thank you.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm going to try and connect you [PII] with one of the members in our broker resources division.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For that, for if you're needing it on the group level, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when I do transfer you I'll give you, I will give them rather the group number and let them know that everything has been verified, so you should not have to do that again but before I do connect you, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope that you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you too. So one moment please.
[CUSTOMER][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh hey, Miss [PII]. It's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. I haven't talked to you in a long time.
[AGENT][NEUTRAL] I was just about to say those exact same words.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's going on today?
[AGENT][NEUTRAL] Well, I have an adminis one of the administrators for a group on the line who is wanting to get a copy of the of the group's policy, not an individual policy, but the group itself. Um, the group number, Barbara is 26657 for Boca Holdings LLC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is [PII] on the line. I verified all the group information with her. Now she did give me her cell number if something happens to the call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[AGENT][NEUTRAL] And that phone number for her cell is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, send her my way.
[AGENT][POSITIVE] OK, thank you so much and you have a wonderful weekend. It was so good to talk to you.
[CUSTOMER][POSITIVE] You too, [PII]. Have a good one.
[AGENT][NEUTRAL] All right. You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.