AccountId: 011433970860
ContactId: 8c051047-2ebc-4230-addb-dcf3093a118c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294209 ms
Total Talk Time (AGENT): 76909 ms
Total Talk Time (CUSTOMER): 81687 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/8c051047-2ebc-4230-addb-dcf3093a118c_20250421T18:02_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you for calling APL sales. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is, uh, [PII] in [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you, sir?
[CUSTOMER][NEUTRAL] Good thanks. Uh, can I confirm with you the cancellation of a few members of a group?
[AGENT][NEGATIVE] OK, give me just a second to get everything pulled up. My system had to restart it, so everything is, is a little slow.
[AGENT][NEUTRAL] OK. Did you email them in?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah, uh, no, I uploaded them.
[AGENT][NEUTRAL] Oh, OK, all right, and while I'm waiting for that to pull up, what are the employees' names?
[CUSTOMER][NEUTRAL] So it is for Beta Pharmaceuticals, the group, and it's going to be um [PII] and [PII] and their families, or [PII] is the first guy and his wife, and the second one is [PII] and that and his wife.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] Sure, [PII] is the, is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And you said Beta Pharmacy pharmaceutical.
[CUSTOMER][NEUTRAL] Beta Pharmaceuticals, yeah, Beta Pharmaceutical.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] What was your name? I'm sorry?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what date did you upload them?
[CUSTOMER][NEUTRAL] Uh, so they were uploaded on [PII].
[AGENT][NEUTRAL] OK, and then just um again it's still pulling up what is the date that you requested they be dropped or terminated?
[AGENT][NEUTRAL] What was the term date?
[CUSTOMER][NEUTRAL] So [PII] was gonna be terminated on [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So he got on Medicare on [PII], so his, his term date is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What about Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh no, that was, uh, Mr. [PII]. So [PII] was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And [PII], uh, he started Medicare on [PII], so it'd be [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me, it's just pulling up. I'm gonna put you on hold for just a second to verify those dates, and I'll be right back with you, OK?
[CUSTOMER][POSITIVE] Thank you mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Yes, it does look like everything has been completed.
[CUSTOMER][NEUTRAL] OK cool so [PII] on [PII] and then uh [PII] [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Awesome, OK.
[AGENT][POSITIVE] All right, well, thank you very much.
[CUSTOMER][POSITIVE] Very very good thank you you too have a nice day.
[AGENT][NEUTRAL] You too bye bye.