AccountId: 011433970860
ContactId: 91339c80-a813-48a5-b81c-61b546e45d41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354850 ms
Total Talk Time (AGENT): 173602 ms
Total Talk Time (CUSTOMER): 191951 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/91339c80-a813-48a5-b81c-61b546e45d41_20250530T15:37_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling from Leving Associates. How are you today?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][POSITIVE] I'm doing fine it's Friday, so that's always a good thing.
[AGENT][NEUTRAL] Yeah, right, yes, yes, yes, yes.
[CUSTOMER][NEUTRAL] So I have a question that I'm hoping that you can assist me with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have a group that.
[CUSTOMER][NEUTRAL] Rather than just like most normal businesses do, you know, we have like, you know, 7 different divisions so we just assign things to different divisions. No, no, no, we actually divide them up into different companies so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Rather than, you know, do it like normal so we can just move it around, you know, money into different.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Have one.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So OK, OK, so the reason that that concerns you is because they have an employee who's in one of the companies and they want to move him to a different company. I'm not sure how to do that because if I turn him he goes away and I can't not sure I can re-enroll him in a different company so if I can fine just tell me and I'll do it um but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK, so you're wanting to, OK, you're gonna transfer from one company to another, so you would have to, OK, so he would come off of that group and then what's the group number that he's currently on?
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Group number that he is currently on is 24662 and he needs to go to 24665.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, let me just make sure, um, let me ask, I don't know if we wanna do that internally or have you do it online, so let me just ask to see what's the easiest way.
[CUSTOMER][NEGATIVE] Yeah, because I didn't wanna just start doing it and fussing with it because I thought the minute I term him and try to re-enroll him and can't do it I'm up a creek and I, I didn't wanna just start fussing.
[AGENT][POSITIVE] Right, we don't wanna, we don't wanna cause any problems, definitely for sure, yeah, that makes sense. All right, let's see.
[CUSTOMER][NEGATIVE] And they're, they're all over me. They're like, why hasn't this been done? I'm like, cause it's just not that simple. You don't just go anyy meeny poof, you know, so.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Can we.
[CUSTOMER][NEGATIVE] I've already had to do it with the medical carrier which was tricky enough and now I'm like yeah you you people don't understand that by your very clever way of doing this it's just not, you know.
[AGENT][NEUTRAL] And when
[CUSTOMER][NEGATIVE] You've made it very difficult to make these kinds of changes, so.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And online.
[AGENT][NEUTRAL] If you cancel under the current group and activate under a new group.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Will this create, will this cause.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think let's see, if you cancel group actually under the new group.
[AGENT][NEUTRAL] this cause any concerns um.
[AGENT][NEUTRAL] I think they'll have to issue new certs under the other group, but let's see, hang on, I'm asking. Let's see what they say.
[CUSTOMER][NEUTRAL] OK, yeah, no problem. I mean, as I said, I figured that I would ask, you know, there, I mean, some things it's better to ask permission before you beg for, you know what I'm saying. I don't wanna mess with that coverage because, you know.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Right, like, oops.
[CUSTOMER][NEGATIVE] I have to go through and make a big fix on it, you know.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Because the billing and everything will have to be adjusted, I would think.
[CUSTOMER][NEUTRAL] Exactly, yeah, I know there's all kinds of internal stuff for you guys plus, you know, the obvious concerns for him and his coverage and you know, there's just a whole mess of things that conceivably go wrong. So I thought, yeah, let's just find out what the real way is to handle this.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Yeah, let me, let me put you on they're not everybody's tied up. Let me, let me call over to our billing department real quick and ask, uh, wait, this cannot be done on the OSC. OK, well, let me just answer me. OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] If you needed, OK.
[AGENT][NEUTRAL] Um, yeah, so here's what I, and do you think that he has the capability to coordinate the term and it, uh, just to be safe, go ahead and email us at let's see what state is this in? I didn't even pull it up. [PII]. OK, yeah, go ahead and send this to our [PII]. Do you have the [PII] sales address for APL? It's [PII] Yeah, go ahead and send it to that email address and just state that give us this information.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah.
[AGENT][POSITIVE] And the group number and that he's needing to move coverage to the other one and we'll do it for you just I don't so we don't just to make sure it's all cohesive and we don't have any problems.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no worries, I, I had thought that that probably would be what needed to happen because just uh.
[CUSTOMER][POSITIVE] A whole lot of reason, but again I figured I would ask the question, [PII], so I appreciate your help. I will shoot a quick email over making the request and uh if uh you guys need any additional information just let me know.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, yeah, definitely. Mhm.
[AGENT][POSITIVE] Yeah, we definitely will, definitely will. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's, that's basically it. I figured that was complex enough. We'll start with that and if anything else comes up, let me know. Yeah, exactly. At least I'm asking before [PII]. I'm not asking like at [PII] or something.
[AGENT][NEUTRAL] Yeah, for Friday.
[AGENT][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Right, right. Yeah, no hard questions late in the day. We can't, my brain's fried by then.
[AGENT][NEUTRAL] So yeah.
[CUSTOMER][NEGATIVE] Exactly late in the day, late in the week, that's a terrible thing to do to somebody, so.
[AGENT][NEUTRAL] Mhm, right, right.
[CUSTOMER][POSITIVE] So all right, thanks again I appreciate your help have a great rest of your day and enjoy your weekend.
[AGENT][POSITIVE] You too you too thank you so much have a great day bye.
[CUSTOMER][POSITIVE] Thanks so much you too bye bye.