AccountId: 011433970860
ContactId: b1fb9713-2922-485a-a09a-25c0336a204b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250880 ms
Total Talk Time (AGENT): 73889 ms
Total Talk Time (CUSTOMER): 145506 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b1fb9713-2922-485a-a09a-25c0336a204b_20250128T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] My condolences to you and your family.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, I have [PII]. Um, she is calling, uh, with group number 25584.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] DB DBA Visiting [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh my gosh, I can't remember why she called. I know it was regarding her bill.
[CUSTOMER][NEUTRAL] But I see her as a group admin in the comment section, uh, but the address that she verified was a different address on file, and she's wanting to know if there's two separate accounts.
[CUSTOMER][NEUTRAL] One for [PII]. I'm thinking not because of how it is in the system and then a separate one for visiting angels.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, yeah, I'm only seeing one Maxwell, [PII], yeah, and then I'm not seeing anything for visiting [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] PDA. Mhm.
[CUSTOMER][NEUTRAL] OK, because the address she provided she said what we have is incorrect and I know that the group admin is gonna have to deal with, I mean send us something regarding that, but she, but she said that we should be using both addresses, the one that's on file now and another one and so anyway I was calling to see if there were two separate group numbers one for [PII], one for visiting [PII]. Can you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, I'm, I'm not seeing two different groups, but I'm, I'm also don't understand her saying that we should be using two different addresses because it's under one group.
[CUSTOMER][NEUTRAL] Me either.
[CUSTOMER][NEUTRAL] Right. Can you talk with her?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I really would appreciate it because I don't wanna misconvey, but that's those were her words, but I think to probe for deeper uh information um if you don't mind handling for us.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK, here she comes. Thanks.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I'm calling in reference to setting up my account and I do have a question. I was speaking to one of your representatives and um.
[CUSTOMER][NEUTRAL] We were unsure whether or not group number 25584 was [PII] Visiting [PII] and [PII] Visiting [PII] employees merged together because I only manage [PII], so I only really need to see the um employees that are insured through [PII].
[AGENT][NEUTRAL] Um, OK, let me take a look and see, do you have, um, what is one of the name of the insured for [PII]?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, she is listed under this 25584.
[CUSTOMER][NEUTRAL] Alright, um.
[CUSTOMER][NEGATIVE] I don't think I have the benefits. Is [PII] on there?
[CUSTOMER][NEUTRAL] A [PII], alright, um.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Uh, so I'm assuming that if [PII]'s on there I'm assuming that it's ours.
[CUSTOMER][NEUTRAL] So the next thing that I'm trying to do is get set up as a new user online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What, what will, um, [PII] will end up needing to log in and, and set your account up through her login.
[CUSTOMER][NEUTRAL] And it was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, sounds like a plan now.
[AGENT][NEUTRAL] Once she gets logged in she'll um choose manage users and set you up with the uh username and and password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Right.