AccountId: 011433970860
ContactId: af5fb537-d65b-4c57-9294-0e3b21acaae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122360 ms
Total Talk Time (AGENT): 62288 ms
Total Talk Time (CUSTOMER): 47639 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/af5fb537-d65b-4c57-9294-0e3b21acaae7_20250226T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. [PII], it's [PII] It's a group I had submitted over a week ago to um get their group number to know if they're good to go um and I need to cancel Transamerica. Are we good to go with this, uh, do you know?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, let me see if it's out here.
[CUSTOMER][NEUTRAL] Should be a [PII] effective date.
[AGENT][NEUTRAL] You you seen a cabinetry group 26921. No, OK.
[CUSTOMER][NEUTRAL] Oh no, no, no, no, no, let me back up. I'm giving you, I'm giving you the wrong group. Let me back up. This is AGK Consulting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] AGK OK.
[CUSTOMER][NEUTRAL] Yeah, AGK Consulting.
[AGENT][NEUTRAL] AGK Consulting Group 26966.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Get to the right page.
[AGENT][NEUTRAL] So this one it looks like it's active. It has a renewal, I guess it renews in [PII] effective date [PII].
[AGENT][NEUTRAL] Um, let me just check the notes real quick. It's been released. It looks like, yes. Let me see if we have people enrolled.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, yes, I have, uh, 1234 or 5 people enrolled.
[AGENT][NEUTRAL] Like when I'm a family member, yeah. Mhm.
[CUSTOMER][NEUTRAL] Yes, right. Yeah, 5. OK.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Alrighty perfect thank you so can you send me anything? The owner asked me if we have anything in writing yet.
[AGENT][NEUTRAL] Um, I'll look out there and see if they have a thing that went out to you guys. If not, we'll get something to you let you know that it's been completed.
[CUSTOMER][NEUTRAL] Yeah, no, I, I haven't gotten anything yet. I've been looking for it, OK.
[AGENT][NEUTRAL] You haven't. OK, all right, I'll check on that and get something to you. You too, bye bye.
[CUSTOMER][POSITIVE] Thank you. Have a good day. Thanks. Thank you. Bye bye.