AccountId: 011433970860
ContactId: 6c1b74b7-f391-4aaf-a5b2-484f5cd8151a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146339 ms
Total Talk Time (AGENT): 40470 ms
Total Talk Time (CUSTOMER): 107514 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6c1b74b7-f391-4aaf-a5b2-484f5cd8151a_20250115T18:30_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's me again, [PII], heck of a nice guy, hey.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Um, I have one black sheep. I can't even use that word anymore, uh, for this group that I have this broker who really is an actuary, and, um, I need your help just to just to look because I don't have, uh, oh, I don't have OCS access for this one guy with this one group. It's group number 16,690 and that should pull up as Tess, T as in Thomas E S S LLC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh hold on, it's my financial planner, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, yeah, I'm back in my office. Can I have 3 minutes? I'm gonna take care of one call, OK.
[CUSTOMER][NEUTRAL] Alright thanks bye thanks bro. Sorry about that. um, uh, can you tell me, can you tell me, [PII], what they have for coverage? Do they have a $3000 per calendar year and a $500 per calendar day?
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Um, yeah, it looks like they have 5,003,000. Let me actually look at their.
[CUSTOMER][NEUTRAL] I'm just making sure, uh, because then then I'll.
[CUSTOMER][NEUTRAL] I'm, I'm just making sure it's 3500. I wasn't too sure if you wanted to change it or what the story was.
[CUSTOMER][NEGATIVE] And it was the end and he never got back to me because he plays golf all the time because he's 2 years older than me.
[AGENT][NEUTRAL] Of course it does.
[CUSTOMER][NEUTRAL] Yeah, of course, why not.
[AGENT][NEUTRAL] Of course, um, they have.
[CUSTOMER][NEUTRAL] I'll be on the beach with a magnet detector, but that's just me.
[AGENT][NEUTRAL] They have a maximum 2000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Alright, so it's 2000, not 3000, right?
[AGENT][NEUTRAL] Mhm. And a 500 per covered person per calendar day.
[CUSTOMER][NEUTRAL] OK, per day.
[CUSTOMER][NEUTRAL] OK, alright, it's gonna go from 3000. Alright, I'll make the change without him. Um, can you talk because I have to send over the group participation for heaven forbid I get a hold of this guy, could you tell me how many people are enrolled totally?
[AGENT][NEUTRAL] Huh?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, so it looks like 25 are eligible, but 9 are enrolled.
[CUSTOMER][POSITIVE] Alright, I'll take that. All right, thanks [PII] I appreciate it.
[AGENT][POSITIVE] Of course, yeah, call me back, you do.
[CUSTOMER][POSITIVE] Alright, you enjoy the day. Done. Oh, I'm done. Alright, thanks, bye, bye, bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.