AccountId: 011433970860
ContactId: 810fe81e-79d3-4af7-bd9f-37df8a5b69ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450130 ms
Total Talk Time (AGENT): 176527 ms
Total Talk Time (CUSTOMER): 166924 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/810fe81e-79d3-4af7-bd9f-37df8a5b69ae_20250129T20:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling in regards to group number 25827.
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And a good contact number would be at [PII].
[AGENT][POSITIVE] Thank you for that. and [PII], um, how may I assist you with the group?
[CUSTOMER][NEUTRAL] So I um I'm looking for our group, um, the master agreement. Would you be able to send me a copy? I can't find one here we have a change of leadership and uh I'm not able to uh locate that file.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so there's a few things. So first, um, is [PII] available or is that part of the change?
[CUSTOMER][NEUTRAL] Um, she, [PII], we don't have any contact with her.
[AGENT][NEUTRAL] OK, so this is what we're gonna have to do because [PII] is listed as the only person who can call for your group. I'm gonna give you the care team email address. Um, with that email, just send.
[CUSTOMER][POSITIVE] Yeah, there's a, that's a change. That is definitely a change.
[AGENT][NEUTRAL] OK, so with that email, um, you'll just list out all of the contacts that you want for the group.
[AGENT][NEUTRAL] Um, and if you want us to take her off, make sure you say to take her off, and then we'll go ahead and make the changes and then that way we'll be able to verify the group with you and send you whatever you need, but with her on it, she's the only one that we can talk to for the group.
[CUSTOMER][NEUTRAL] OK, and what's that email?
[AGENT][NEUTRAL] But now that
[AGENT][NEUTRAL] The email is [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] And then once you receive the email, um, you'll receive a confirmation. We'll go ahead and complete the changes and then you'll receive a confirmation when that's completed. And then um if you wanted to give us a call or request it on the online service center, we can definitely get you that master schedule or coverage.
[CUSTOMER][NEUTRAL] Right, so it'll tell us.
[CUSTOMER][NEUTRAL] Yeah, because I don't even know what this covers.
[CUSTOMER][NEUTRAL] Um, so I just referenced the group number.
[AGENT][NEUTRAL] Mhm. So you'll just put the group number and your group name, um, in the subject and then contact changes, group contact changes, and then um that you would no longer want [PII] on the policy and who all in your group is able to call and speak on the group's behalf and we'll go ahead and update this.
[AGENT][NEUTRAL] And then um you can even put in the request that you that you're requesting um the master policy. You can put that in the email too, so we can do it all at once.
[CUSTOMER][NEUTRAL] OK, you guys could send that to me then, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, and then so I'll just put group number and then the other thing and thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] So I got these checks. I got these checks here for some of our members, and I don't know, oh my God, I don't know where they put this paper up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I don't know what these are for. Can I give you a name or what? I don't know what you need.
[AGENT][NEUTRAL] Well, at this moment, we wouldn't be able to do anything. We got to get you on the, the, the um group. Yes, but once we get that finished, you can call and we can give you anything you need, um, we just have to update the group contact.
[CUSTOMER][NEUTRAL] Oh OK, I gotta do this first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll just put update and I can put both those requests um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In one email or should I do 2?
[AGENT][NEUTRAL] No, you can do it as one, you can do the all the contact changes and then make sure you put that you um would like a copy of the master policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they have [PII] down, yeah, she's the one who need to move. [PII], and she's on there as what? As uh
[AGENT][NEUTRAL] She is the contact of the group, the um she's the only one actually.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] First one.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] And what do they want? just the email addresses?
[AGENT][NEUTRAL] No, um, you need to put their name, um, yes, their email address, um, if there's, if their phone numbers differ, just any contact information that we'll need for those people, um, but
[AGENT][NEUTRAL] Mostly just the name and email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, we are also requesting.
[CUSTOMER][NEUTRAL] And copy of the master.
[CUSTOMER][NEUTRAL] Will they send something um.
[CUSTOMER][NEUTRAL] Will they send something confirming this to us?
[AGENT][NEUTRAL] Yes, um, so once you send the email, you'll receive a confirmation email that has been received and then once everything, the requests are completed, you'll receive another email that has been completed.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, I know, I thought, I thought that was kind of weird that she was the only one on there and she's not even.
[CUSTOMER][NEGATIVE] It's [PII]st whatever.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I'll send that over. I'm asking for her to be removed as the primary she's the only, not even the primary contact.
[CUSTOMER][NEUTRAL] Um, and then I'll add my spouse and the president, our new president.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, and then go from there.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right. You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, uh you've been great thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK, OK, bye bye thank you bye.
[AGENT][NEUTRAL] Bye bye.