AccountId: 011433970860
ContactId: a6d4bf0c-81aa-46a4-8351-403d4dca57ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333920 ms
Total Talk Time (AGENT): 137527 ms
Total Talk Time (CUSTOMER): 104150 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a6d4bf0c-81aa-46a4-8351-403d4dca57ef_20250603T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in the care team. How are you today?
[AGENT][POSITIVE] Hi, good. We're starting off strong, aren't we?
[CUSTOMER][POSITIVE] Um, oh my gosh, isn't it, isn't it lovely?
[AGENT][NEUTRAL] Maybe, yeah.
[AGENT][NEUTRAL] Yeah, yes, yes.
[CUSTOMER][NEUTRAL] Listen, I have a um an email for you is Cherokee Insurance one of our broker companies or do you know?
[AGENT][NEUTRAL] I don't know off the top of my head, but um I can look. Cherokee what?
[CUSTOMER][NEUTRAL] Because I have a a Cherokee insurance. I have a, a request from a [PII]. She said the the company name is Ameri Plan Benefit Corp.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her email address is Cherokee Insurance. I can't locate either one of those and I was just curious.
[CUSTOMER][NEGATIVE] Makes it hard to know how to help when I can't find anything.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Ameri plan and now it's right you said Ameri plan.
[CUSTOMER][NEUTRAL] Ameri Plan Benefit Corp is the company name and she's saying she wants to delete an account created under RE [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you, will you forward me the email just to my email address? Let me look at it real fast.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and it's [PII].
[CUSTOMER][NEUTRAL] And I know how to spell your name now.
[AGENT][NEUTRAL] Uh, you do?
[AGENT][POSITIVE] We're best friends. That's why.
[CUSTOMER][NEUTRAL] Remember the other day I wrote it down. I'm like I'm, I've got this name now.
[AGENT][POSITIVE] I, you're funny.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] This came to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean it came through the OSC.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] spelling it wrong, that might be a part of the problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am not
[AGENT][NEUTRAL] I mean.
[AGENT][NEUTRAL] either let me.
[AGENT][NEUTRAL] Look at one more.
[CUSTOMER][NEGATIVE] It's it's so hard when they don't give any other information.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's just
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK, I did find, I did find it in lion.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Where did you find it?
[AGENT][NEUTRAL] Well, so I just went to AT and I and just put in Ameri plan um there. Do you want the HIP number or?
[CUSTOMER][NEUTRAL] So this is gonna be this is gonna need to come to y'all?
[AGENT][NEUTRAL] No, I, I mean, I, I don't know. I don't know, do you not have access to lion?
[CUSTOMER][NEUTRAL] Yeah, I do have lion.
[AGENT][NEUTRAL] So I just went into AG and TI.
[CUSTOMER][NEUTRAL] A G E N I.
[AGENT][NEUTRAL] A G N T I and put in Ameri plan and then it's the first one that bumps up.
[CUSTOMER][NEUTRAL] I got you, let's see.
[CUSTOMER][NEUTRAL] Amerilan benefit company uh.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If that is the same one let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Back to the email.
[AGENT][POSITIVE] Benefit corp, yeah, there you go mhm I think that's it.
[CUSTOMER][POSITIVE] OK, thank you so very much, [PII].
[AGENT][NEUTRAL] Yeah, yeah, no, I just when I want.
[CUSTOMER][NEUTRAL] I, I was looking
[CUSTOMER][NEGATIVE] It's tough.
[AGENT][NEUTRAL] I know so whenever I can't find something, I, I look there, um, just by the name because sometimes I can find it there easier than I can find it anywhere else.
[CUSTOMER][NEUTRAL] Sometimes they go through all this.
[CUSTOMER][POSITIVE] Got you and I'm writing that screen down, thank you very much.
[AGENT][POSITIVE] OK, you're welcome. I'm glad I could be of some assistance.
[CUSTOMER][NEUTRAL] I appreciate you. Hopefully I won't talk to you again or bother you.
[AGENT][POSITIVE] No, no, you're not, you're not at all. Thank you. Have a good day.
[CUSTOMER][POSITIVE] I appreciate you, [PII]. You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] All right.