AccountId: 011433970860
ContactId: 6448e8da-731e-43fe-86e3-99da028ef3fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144559 ms
Total Talk Time (AGENT): 43275 ms
Total Talk Time (CUSTOMER): 78470 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6448e8da-731e-43fe-86e3-99da028ef3fc_20250130T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got Miss [PII]. I've got Miss [PII] also, and she is an agent for Group 25,830 Ace Plumbing.
[AGENT][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she did verify the group's physical address for us, so she has um some issues with.
[CUSTOMER][NEGATIVE] Insured's not showing up on her and then she's also got one that wrong effective date.
[CUSTOMER][NEUTRAL] And she thinks she did something wrong.
[CUSTOMER][NEUTRAL] But um she needs to speak to somebody about her in.
[AGENT][NEUTRAL] I'm, I'm sorry, you're breaking up a little bit. You think what?
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] OK, so she's got a couple of shirts that are not showing up on her invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then she's also got one that has the wrong effective date.
[AGENT][NEUTRAL] OK, I don't believe that's anything that I'm able to do. I think that's gonna have to be customer service, but let me pull it up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, let's see what's the name with the one wrong effective date?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I have a [PII] and a [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For group number.
[AGENT][NEUTRAL] 25,830.
[CUSTOMER][NEUTRAL] Oh shoot, where did I write the group number? Yeah, 830.
[AGENT][NEUTRAL] Alright, let me see, see all.
[CUSTOMER][NEUTRAL] Do I, do I need to go ahead and transfer over to customer service?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think so because it's gonna be changing effective they definitely need to go with them and then if there's people missing they're gonna be the ones that uh either that or new business. I apologize. I'm not 100% familiar with what everybody does yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Yeah, me too. I'm, I'm home from customer service and have got myself confused, so, OK, I'm gonna go ahead and transfer on over. Thanks so much.
[AGENT][NEUTRAL] OK. Yes, ma'am.