AccountId: 011433970860
ContactId: 94d8ce1e-dcb0-4e8d-a40f-b3001877972f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247919 ms
Total Talk Time (AGENT): 90874 ms
Total Talk Time (CUSTOMER): 87470 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/94d8ce1e-dcb0-4e8d-a40f-b3001877972f_20250516T16:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is KQ. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I just got an email from one of my groups, uh.
[CUSTOMER][NEUTRAL] And they said they've been told by APL that uh the entire group policies canceled, and I'm looking it up in the portal and all their policies show active.
[AGENT][NEUTRAL] OK and uh what's that group number in your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]. The group number is 24542.
[AGENT][NEUTRAL] 2 OK.
[AGENT][NEUTRAL] Let's see, and do you have a callback number, Mr. [PII] in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII]. OK thank you give me a moment.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] The broker's office.
[AGENT][NEUTRAL] And what's the name of the broker's office? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, you'll either have it under American Bank of Oklahoma or Ameribank Group benefits. We write under both.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and uh verify that group name.
[CUSTOMER][NEUTRAL] Wagner County.
[AGENT][NEUTRAL] OK, and you said that the group received a letter saying that the.
[AGENT][NEUTRAL] The group has termed.
[CUSTOMER][NEUTRAL] Um, I, I, well, I don't know if they got a letter. I, I, let's let me see what this is. They've got an email.
[CUSTOMER][NEUTRAL] I got an email from them saying that uh.
[CUSTOMER][NEGATIVE] They are being told that all their policies are canceled, and I can't see that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Because I see it.
[CUSTOMER][NEGATIVE] It it shows active in the portal and it looks like they got a refund.
[AGENT][NEUTRAL] Yeah, it looks like the, I'm showing the group is active. I don't.
[AGENT][NEUTRAL] Mhm not sure what email they received, but let me transfer you to our group billing department, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, sir. Hold on one moment, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Fferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], uh, this is [PII]. How are you doing today?
[CUSTOMER][POSITIVE] OK. I am good, girl. How are you?
[AGENT][NEUTRAL] I'm hungry and sleepy.
[CUSTOMER][NEUTRAL] I, I know me too
[AGENT][NEUTRAL] Uh, like usual, as usual.
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] But um I have a broker on the phone. Well, I don't know if y'all will be able to help him, but he's calling about a group. He said he received an email from the group, um admin that we sent a letter stating that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Policies have lapsed, but we're showing in, he's showing in on base that we're showing policies are still active, so I'm not sure what information you've receiving as far as the email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I mean what what.
[CUSTOMER][NEUTRAL] What's the right number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's um.
[CUSTOMER][NEUTRAL] [PII]. OK, OK, I know this. I know this, yeah, I can help you. What, what's his name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII], OK, and did you get a callback number for him, sweetie?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. You can send him to me. I'll see if I can help him. Thank you.
[AGENT][POSITIVE] Awesome. Thank you, [PII]. Have a great day.
[CUSTOMER][POSITIVE] You're welcome. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye