AccountId: 011433970860
ContactId: 5f815ee7-0b35-4b3d-a3a6-85b5b37ff973
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296230 ms
Total Talk Time (AGENT): 142054 ms
Total Talk Time (CUSTOMER): 93792 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/2025/01/27/5f815ee7-0b35-4b3d-a3a6-85b5b37ff973_20250127T18:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL this is how may I help you?
[CUSTOMER][NEUTRAL] Hey, what is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], hi [PII], um, this is [PII] with [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] And I'm hoping you can help me. We have a group policy with two individuals. I have that number and when I'm confirming who you have is contacts and then um.
[CUSTOMER][NEUTRAL] This this policy's been in place for a really long time and just confirming that nothing has changed on the informa on the policies that they have.
[AGENT][NEUTRAL] OK, alright, Miss [PII], can you um go ahead and give me that group number and I'll.
[AGENT][POSITIVE] I'll be able to check for you.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am, it's 12,850.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. um, and Miss [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] I am showing that.
[AGENT][NEUTRAL] Um, on this policy I don't see your name as the contact person on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that it is Miss [PII].
[CUSTOMER][NEUTRAL] Oh yes, OK, she's no longer with us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um.
[AGENT][NEUTRAL] So you guys are needing to change your your your um contact information also, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you guys signed up on the online service center?
[CUSTOMER][NEUTRAL] See, I don't think so. The only thing that we have when we get our monthly bills, I mean they look like they're mailed to us weekly I mean monthly, so nothing else do we have access to, but I did go, I just went on the website and see what there's an, there's a I guess a portal that we could sign into, but I don't have that information.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, alright, what I'm going to do is I'm gonna go ahead and transfer you now on over to group billing so that they can help you there's an email that you have to receive in order to sign up for the online service center that way they can help you further, um, and then just in case, can I get your phone number just in case we're disconnected during the transfer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][NEUTRAL] Thank you ma'am. OK, gonna be a brief hold while I transfer you over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you're welcome and thank you for calling APL, Miss [PII].
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] in the care team [PII]. Uh, I have Ms. [PII] on the phone, and she is with group 12,850.
[AGENT][NEUTRAL] They are not signed up in the online service center yet and the lady that is their contact.
[AGENT][NEGATIVE] Person is no longer the contact person.
[AGENT][NEUTRAL] And she said that this group has a couple of members that she wanted to make sure that no changes were made for this group, you know, that they're still covered, so I'm transferring on over to you because uh she needs to get her contact information.
[AGENT][NEUTRAL] So that she can go ahead and sign up on the online service center as a group administrator and get the information about the.
[AGENT][NEUTRAL] Contact on this group.
[CUSTOMER][NEUTRAL] OK, I think I got all that. It was breaking up a little bit, but I think I got all of that.
[AGENT][NEUTRAL] Or 2 members I should
[AGENT][POSITIVE] Oh, OK, good.
[AGENT][POSITIVE] Good deal. Alright, well, I'm gonna go ahead and release her you now.
[CUSTOMER][POSITIVE] All right, I'll take care whenever you're ready.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, bye-bye, [PII].
[CUSTOMER][NEUTRAL] Bye bye.