AccountId: 011433970860
ContactId: 5e1df4c5-0f59-4177-a97c-6d436891e0f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233059 ms
Total Talk Time (AGENT): 45368 ms
Total Talk Time (CUSTOMER): 133786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/5e1df4c5-0f59-4177-a97c-6d436891e0f8_20250303T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][POSITIVE] Hey [PII], how are you today? Happy Monday.
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, good, good. My name is [PII]. I'm calling on behalf of [PII], the agent.
[CUSTOMER][NEUTRAL] Uh, I, the reason I'm calling is we send the request.
[CUSTOMER][NEUTRAL] For the group coverage, the, the renewal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, for, for Arca wedide.
[AGENT][NEUTRAL] Can you spell that for me or do you have a group number?
[CUSTOMER][NEUTRAL] I do have a plan number.
[CUSTOMER][NEUTRAL] Which is uh 1 2nd, 1, 11.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. The group number, the plan number will be uh K9344.
[CUSTOMER][NEUTRAL] Uh, no, no, no, no, no, not this one, hold on.
[CUSTOMER][NEUTRAL] It's Arka, A R C A.
[CUSTOMER][NEUTRAL] Worldwide.
[AGENT][NEUTRAL] A R C A.
[CUSTOMER][POSITIVE] C, correct.
[CUSTOMER][NEUTRAL] Apple Rabbitt.
[CUSTOMER][NEUTRAL] Uh, Charlie.
[CUSTOMER][NEUTRAL] Apple Arca worldwide.
[AGENT][NEUTRAL] OK, and you just requested you sent a request in for the um renewal?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, group number is 24245. I sent the request, yes, on Friday.
[CUSTOMER][NEUTRAL] For the annual group coverage I need the participant form from ACA. The group number is 24.
[CUSTOMER][NEUTRAL] 24/5.
[AGENT][NEUTRAL] OK, and are you with who are you with? You're with the.
[CUSTOMER][NEUTRAL] I am with the agent [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the reason I'm calling, they sent me we currently have 11 enrolled and your group coverage and participate from form and the 12. So would you mind sending the names of the participant please so I can make sure.
[CUSTOMER][NEUTRAL] What is the correct number?
[AGENT][NEUTRAL] Yeah, I can send you a group detail report.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, and is that all you're needing then?
[CUSTOMER][NEUTRAL] Yes, for now, yes, because I sent for the renewal and they uh they told me that I have um
[CUSTOMER][NEUTRAL] 11 enrolled.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group coverage is from indicated 12, so I want to match them, OK?
[AGENT][POSITIVE] Perfect, yeah, I'll send it right now as soon as I get the Excel spreadsheet to.
[AGENT][NEUTRAL] Um, download, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you, can you, can you send it to me like regular PDF?
[AGENT][NEUTRAL] It's gonna be an Excel spreadsheet, that's how they come.
[CUSTOMER][NEUTRAL] Uh, and you cannot like abbreviate, I mean make it smaller, no?
[AGENT][NEUTRAL] Um, I can't. That's how it's, it's just downloaded from our system that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. Anyway, thank you much, my dear.
[AGENT][POSITIVE] Of course, yep, it's coming right now.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.