AccountId: 011433970860
ContactId: 9929021c-de10-4f08-ba65-fa9e853d8729
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336790 ms
Total Talk Time (AGENT): 103390 ms
Total Talk Time (CUSTOMER): 106856 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/9929021c-de10-4f08-ba65-fa9e853d8729_20250114T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm an appointed agent, and I'm, I'm the agent of record on group number 15775.
[CUSTOMER][NEUTRAL] Which is for biotechnica.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up that group information.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, and how can I help you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, I spoke with [PII] last week.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Regarding
[CUSTOMER][NEUTRAL] Uh, 6 members of this group that needed to be separated into a new.
[CUSTOMER][NEUTRAL] List of group number um based on.
[CUSTOMER][NEUTRAL] It's, it's a sister, these individuals are related to a sister.
[CUSTOMER][NEUTRAL] corporation that has common ownership and originally they were all together consistent with their health insurance. And now, the, the main group company is being sold, so it's a, it's a legal requirement for them to separate these.
[AGENT][NEUTRAL] Mhm. So.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] These 6 individuals and [PII] was working on getting that done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I, and I need, I was checking on the status to see if I can get a welcome letter or or something that that proves that this has been done so that they can send it to the legal team.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, understood. Give me one moment. You said [PII] is who you've been working with? OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Spell your first name for me.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, can I get a good call back number for you in just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And [PII], what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, very good. What I'm gonna do is get you transferred over to the um.
[AGENT][NEUTRAL] Customer service team which is where [PII] is and see if we can get this uh taken care of for you OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Good. I have the agent of record, uh, [PII] on the phone. Um, he is with group number 15775.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Biotech, he said he's been working with [PII] um to get about 6 members transferred over to I don't know if it's a different group or a different location um because the main person they're they've gone out of business.
[AGENT][NEUTRAL] And he's basically following up on the status of that.
[CUSTOMER][NEUTRAL] OK, I can help you with that, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] He's calling about group 15775 transferring to a different group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's 6 people under that group he said should be transferred to a different I don't know if it's a location or a group, but the reason is because the main company is is closing.
[AGENT][NEUTRAL] So they're needing to get them separated uh into a different and I don't know what group that is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or where they need to be separated too?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I'll see what I can do.
[AGENT][NEUTRAL] All right, thank you. Here he comes. Did you need his phone number or do you see it there on the caller ID?
[CUSTOMER][NEUTRAL] Uh, yeah, give me the phone number.
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] I keep calling me.
[AGENT][NEUTRAL] You ready?
[CUSTOMER][POSITIVE] Yeah, I'm ready now.
[AGENT][POSITIVE] OK, here, here he comes. Thank you.
[CUSTOMER][NEUTRAL] Mhm.