AccountId: 011433970860
ContactId: 915e1785-29e9-4846-847e-435cb26b0f6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137320 ms
Total Talk Time (AGENT): 39491 ms
Total Talk Time (CUSTOMER): 43659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/915e1785-29e9-4846-847e-435cb26b0f6f_20250604T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] um.
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII], and we're the general agents for this group, um, Ventry.
[CUSTOMER][NEUTRAL] I need assistance with a member.
[CUSTOMER][NEUTRAL] Do you need the group ID number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so are you with the broker or the group?
[CUSTOMER][NEUTRAL] We're the general agents, with the broker.
[AGENT][NEUTRAL] OK, and do you have the group number?
[CUSTOMER][NEUTRAL] Yes, it is 262-01.
[AGENT][NEUTRAL] OK, and I, and can I get your uh email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I don't have the the agency on this group.
[AGENT][NEUTRAL] Um, has it, has it changed or?
[CUSTOMER][NEUTRAL] We've been servicing this group.
[CUSTOMER][NEUTRAL] 4 years, uh, we say for 2 years already.
[AGENT][NEUTRAL] Do, is there another contact name, an agent name?
[AGENT][NEUTRAL] Or another agency.
[CUSTOMER][NEUTRAL] Uh, could have been there AMG maybe AMG.
[AGENT][NEUTRAL] Um, yeah, I don't have that either. And this is for Venture Medical Associates, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. I, I'll let the broker know. um, can I have a call reference number?
[AGENT][NEUTRAL] Uh, reference number, it's my name, [PII].
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good day.
[AGENT][POSITIVE] OK. Thank you. You too.