AccountId: 011433970860
ContactId: 86e59459-2b35-47b3-8985-392593a92d37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508140 ms
Total Talk Time (AGENT): 116321 ms
Total Talk Time (CUSTOMER): 102776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/86e59459-2b35-47b3-8985-392593a92d37_20250422T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with governmental Management Services. Our group number is 21302.
[AGENT][NEUTRAL] Can you verify the um billing address for the company, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's your email please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you and let me please get a callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, [PII]. How can I help?
[CUSTOMER][NEUTRAL] Um, so we had, um, open enrollment last last month. Well, actually our, our new plan started [PII], and we have not had a, a, um.
[CUSTOMER][NEGATIVE] An in or a statement for we didn't get one for uh March and we haven't received one for April.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't see one there's not one waiting on the website.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just a moment please.
[AGENT][NEUTRAL] So, you're right. Let me check into this. Do you mind if I place you on a brief hold for just a moment, [PII]?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I see what has it billed. Thank you for your patience.
[AGENT][NEUTRAL] For me, I think that it's still in renewal hold. I'm not able to find out why. Let me let me get in contact with somebody in our record resource department that can help me with that, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, thank you.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] This is [PII] in the Great Ro department. How are you doing this morning?
[CUSTOMER][NEUTRAL] I can barely hear you.
[AGENT][NEUTRAL] I know, can you hear me now?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You can't hear me?
[AGENT][NEUTRAL] OK, can you hear me now?
[CUSTOMER][NEUTRAL] I can hear you typing.
[AGENT][NEUTRAL] OK, can you hear me? I don't know what's going on. It was fine a minute ago. Um, what about now?
[CUSTOMER][NEUTRAL] Barely, but
[CUSTOMER][NEUTRAL] It just sounds like you're in a well, but that's OK. What's?
[AGENT][NEUTRAL] I, I don't know. OK, um, I've got [PII], she's with group 21302.
[AGENT][NEUTRAL] Uh, governmental.
[CUSTOMER][NEUTRAL] Say that again, the
[AGENT][POSITIVE] I tell you what, let me just try back to see if I can get a better connection, OK? All right, thank you, sweetie. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, OK, thanks.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], hey, this is [PII] in the group billing department. How are you this morning?
[CUSTOMER][NEUTRAL] Fine [PII], how are you?
[AGENT][POSITIVE] I'm good. Can you hear me OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, because I was on the line with somebody else and they said they couldn't hear me and I was like, well I can't hear me fine. Look, I've got [PII], she's with group 21302, governmental Management Services.
[AGENT][NEUTRAL] Um, she was calling about, um, their March and April invoice and I still see that they're in a renewal hold. Are you able to tell me anything about that?
[CUSTOMER][NEUTRAL] Um, and who's the person you are difficult to hear. It's, are you talking to your speaker on your on your laptop?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, ma'am. I've got my em down.
[CUSTOMER][NEUTRAL] Do you have your microphone maybe turned up?
[CUSTOMER][NEUTRAL] On the headset?
[AGENT][NEUTRAL] All the way
[AGENT][NEUTRAL] It's all the way up.
[CUSTOMER][NEUTRAL] No, not the, not the speaker, the little mouthpiece. Is it turned up on your cheek maybe?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], go ahead and just transfer him.
[CUSTOMER][NEUTRAL] And I'll I'll talk to him.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, just go ahead and transfer.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna give you a call back. I'm having some trouble with my connection trying to reach someone in our resource department. Let me get a message to him and I'm gonna have him call you back, OK?
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][POSITIVE] OK, thank you so much, [PII]. I appreciate it.
[CUSTOMER][POSITIVE] Thank you alright bye.
[AGENT][POSITIVE] You're welcome.