AccountId: 011433970860
ContactId: 9369b3cf-9055-468c-bee0-e304f2fb6815
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305109 ms
Total Talk Time (AGENT): 63212 ms
Total Talk Time (CUSTOMER): 91471 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/9369b3cf-9055-468c-bee0-e304f2fb6815_20250430T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hey, this is [PII]. I'm calling about uh group number 19804. Uh, they just renewed, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh I was a little bit late getting you guys the uh that renewal sheet that you need and uh so I got that turned in, I don't know, maybe 10 days ago, uh but uh you guys were also moving the uh renewal date from [PII] [PII] to coincide with their new group medical plan, and I just wanted to make sure you guys had everything you needed for me and uh that we were good to go before I took you off my list.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. Let me verify that. Can you give me the group number one more time, please?
[CUSTOMER][NEUTRAL] Yeah, 19804 Logical innovations.
[AGENT][NEUTRAL] OK, give me just a minute. I'm gonna put you on hold while I check that out for you and then uh we'll be right back. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Hi, OK, so, um, I have a few, like a few different areas I need to look and make sure that we have all of the things. Um, can I take your phone number and give you a call back here in like 10-15 minutes or so?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, no problem. I was enjoying the whole music. That's fine. You can call me back.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] What is um what is a good phone number for you?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] [PII]. I should be the broker on the account. Um, and also it should show as the group contact, this is [PII], but um, can I add one more thing to my request for those guys? I need to get a Form 5500 for, uh, I'm sorry, a For Schedule A for last year, so I can file their Form 5500. Um, and I had emailed someone, maybe she's not there anymore, [PII] is who had sent it to me in prior years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, but I didn't get anything. Normally you guys are like [PII] on the spot. So do I need to send the request to somebody else or can you just grab it for me?
[AGENT][NEUTRAL] Um, yeah, go ahead, can you email the request because we have to request that from another area. Can you, um, email [PII] at.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, do you have access to that to that box?
[AGENT][NEUTRAL] Yeah, I do. Mhm.
[CUSTOMER][NEUTRAL] All right, it is.
[CUSTOMER][NEUTRAL] On its way there.
[AGENT][POSITIVE] All right, thank you, sir. And I'll give you a call back here shortly.
[CUSTOMER][POSITIVE] Yeah, no worries. All right, we'll talk to you soon.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] Thank you bye.