AccountId: 011433970860
ContactId: 8d99f8e8-a203-485e-97ca-ff5a2824f5dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233889 ms
Total Talk Time (AGENT): 60770 ms
Total Talk Time (CUSTOMER): 122439 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/8d99f8e8-a203-485e-97ca-ff5a2824f5dc_20250513T17:26_UTC.wav
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[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, ATL, this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], I can barely hear you. This is [PII]. Can you hear me?
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Hi, um, I wanted to check to see if you guys uh received from me the group coverage and renewal form for Sunshine Spice. I don't remember if I ever sent that in, and uh if I did not, then I need to get that over to you so I just wanted to double check.
[AGENT][NEUTRAL] If you did, where would you have sent it?
[CUSTOMER][NEUTRAL] Uh just let me give you the group number it's 23.
[AGENT][NEUTRAL] If you do work
[CUSTOMER][NEUTRAL] I would send it to your FL thing, but it's 23,250. I just wanna see if you got it. If you don't, I'll send it over.
[AGENT][NEUTRAL] Well, first I need to know where he sent it because everyone has their own folder, so I'm trying to see what he knows.
[CUSTOMER][NEUTRAL] I don't think I sent it yet. I don't think it's been sent if you don't show it in there. I send everything to the Florida team.
[AGENT][NEUTRAL] OK, there, thanks for confirming that, cause that's one folder I don't even look at. So, let me search their folder.
[AGENT][NEUTRAL] And see if I see anything in regards to that.
[AGENT][NEUTRAL] Um, I don't see we received it, but that.
[CUSTOMER][NEUTRAL] And I just want to confirm how many people you show.
[AGENT][NEUTRAL] Um, doesn't mean they didn't get it, so let's go ahead and send it, but I showed 10 people.
[CUSTOMER][NEUTRAL] OK, that's fine. I'm sending it to you now.
[CUSTOMER][NEUTRAL] You show how many people?
[AGENT][NEUTRAL] 10 people.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that sounds about right, and this is an 05, um, let me see here, this is an 05 renewal. Hold on one second, ma'am hold on one sec.
[AGENT][POSITIVE] Absolutely
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I'm here. Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, so I'll have this over to you in about 5 minutes.
[AGENT][POSITIVE] Perfect, I'll let [PII] and [PII] know. OK.
[CUSTOMER][NEUTRAL] OK, alright, and then I wanted to double check with a group uh called Integra Solutions. I wanted to see if you're showing an enrolled uh member named [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I had some issues with United with him.
[CUSTOMER][NEUTRAL] And um I just I just wanted to make sure that we're on the same page I may have to send that over to you if you don't show it in there.
[AGENT][NEUTRAL] Uh, what's the group name again?
[CUSTOMER][NEUTRAL] Integra Solutions.
[CUSTOMER][NEUTRAL] Uh, the group number with you guys, um, let me think for a second, it is.
[CUSTOMER][NEUTRAL] Integra solutions with APL. Let me see if I can tell you what the group number is. I should have it right here. Uh, let's see, APL Integra, uh, try 23755.
[AGENT][NEUTRAL] I think I got email today uh.
[AGENT][NEUTRAL] And you want to know.
[AGENT][NEUTRAL] If in the guy's name, what was his name again?
[CUSTOMER][NEUTRAL] If you show [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I am, yeah.
[CUSTOMER][NEUTRAL] You have [PII], OK.
[CUSTOMER][NEUTRAL] Uh, he was effective for [PII].
[AGENT][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] OK, alright, sounds like a plan thank you very much.
[AGENT][POSITIVE] All right have a great day thanks.
[CUSTOMER][POSITIVE] You too thank you appreciate it bye bye.