AccountId: 011433970860
ContactId: 751b7827-073b-4066-be00-00f112d23e03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93819 ms
Total Talk Time (AGENT): 39391 ms
Total Talk Time (CUSTOMER): 55638 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/751b7827-073b-4066-be00-00f112d23e03_20250204T19:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Oh, hey, [PII], it's uh [PII]. Heck of a nice guy. How are you today?
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm glad [PII] lost the flip of the coin. Nor normally she's always answering this line all the time, even she needs a break.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey, can you, uh, can you look in your crystal ball to see if the group still has us or not? My spidey senses knows that their open enrollments coming in 3 months. I'd like to get us back in. So, the name of the group is Invita, so it's I as in indigo, N V as in Victor, IC, T as in Thomas, A, and Vita watch, two words.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, gotcha.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They used to be, but I don't think they are anymore.
[AGENT][NEUTRAL] Victor Watch Company of America Incorporated out of [PII]. Let's see, 187 18179 shows that they're lapsed. Let me look and see here just.
[CUSTOMER][NEUTRAL] Yeah, that's it that long name, yeah.
[AGENT][NEUTRAL] 28172 there it is.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I have a mind like an elephant, sadly, a body like one too. I thought they were terminated, but are they still termed?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it says laps group, yeah, there, yeah, there's a note in here from [PII] saying that they lapsed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, so yeah, they're, they're not with us.
[CUSTOMER][POSITIVE] OK. All right, good. All right. All right, all right, hopefully I can get them back. Thank you.
[AGENT][POSITIVE] You're most welcome. You have a great day.
[CUSTOMER][POSITIVE] Take care. Thank you. Bye.
[AGENT][NEUTRAL] Talk to you soon bye bye.