AccountId: 011433970860
ContactId: bf79caa5-ec20-4728-96a8-b10be10a4f60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322230 ms
Total Talk Time (AGENT): 144756 ms
Total Talk Time (CUSTOMER): 120330 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/bf79caa5-ec20-4728-96a8-b10be10a4f60_20250129T19:20_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. Um, I am with a company called Priority HR, uh, and there is an employee on a plan, uh, that we're the broker for, and there's a person named [PII] who needs to be taken off, uh, who needs to be terminated, um, and I was wondering if you could help me out with that.
[AGENT][NEUTRAL] OK, so [PII], did you say you're calling from the group or are you with the broker's office?
[CUSTOMER][NEUTRAL] Um, I, yeah, I am the broker.
[AGENT][NEUTRAL] Oh, you're the broker OK, so you're wanting to find out how to remove someone to cancel.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yes, yeah, yeah, we don't wanna be.
[AGENT][NEUTRAL] Someone, is that correct?
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, what were you saying? We don't want to be.
[CUSTOMER][NEUTRAL] Oh, I'm saying we just don't, we don't want her on there anymore, um, she's been terminated but it's still on the actual plan.
[AGENT][NEUTRAL] OK. Yes, I can help you with this, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the group number?
[CUSTOMER][NEUTRAL] Uh, group number.
[CUSTOMER][NEUTRAL] Mm, where, um.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I, I just got appointed with APL, so, um.
[AGENT][NEUTRAL] Yes, I'll have to pull the um.
[CUSTOMER][NEUTRAL] Um, do you know where I could.
[AGENT][NEUTRAL] It's on the invoice? are you logged into the portal? What are you looking at?
[CUSTOMER][NEUTRAL] No, I, I don't have a portal set up yet um.
[CUSTOMER][NEUTRAL] Is there a way you could search by the group's name?
[AGENT][NEUTRAL] I can and once I locate the group what I'll need to do, [PII] is I will have to verify several things related to the group first for security so just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the name of the group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so it's [PII] and associates.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is, um, all right, let's see here.
[AGENT][NEUTRAL] And who is the agent of record for this group?
[CUSTOMER][NEUTRAL] Uh, priority HR.
[AGENT][NEUTRAL] OK, ma'am, that is not what I see on file.
[AGENT][NEUTRAL] For the group.
[CUSTOMER][NEUTRAL] OK, do you see, uh, do you see Choice or 4th HR?
[AGENT][NEUTRAL] OK, who is the agent with the 4th?
[CUSTOMER][NEUTRAL] Uh, say that one more time, can I.
[AGENT][NEUTRAL] It would be the agent of ours.
[AGENT][NEUTRAL] For 4th, who is the agent of record?
[CUSTOMER][NEUTRAL] Uh, well, I, I'm [PII], so I'm assuming it's me.
[AGENT][NEUTRAL] No, sir, we have someone else listed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Us as AOR.
[CUSTOMER][NEUTRAL] Um, one second, I'm just taking down notes here.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK, so 4th is still listed.
[CUSTOMER][NEUTRAL] As BOR and uh is there any way you could tell me the name of the agent or uh name of the AOR is is it [PII]?
[AGENT][NEUTRAL] I can't.
[AGENT][NEUTRAL] No, sir, it isn't. Um,
[CUSTOMER][NEUTRAL] OK, OK
[AGENT][NEUTRAL] That is not who, who I show.
[AGENT][NEUTRAL] Let me, give me just a second. And what is your, what is your email address, [PII]?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'll need to do um I'm gonna need to take a message and have someone from our broker resources division reach out to you [PII]. They are not currently available um at the moment no one in that division is, but I will send a request asking someone to, you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give you a call to because they'll need to verify.
[AGENT][NEUTRAL] I, uh, according to what I can see you're not listed and the information you're, you know, able to provide you doesn't align with what I can see in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I can't provide you any additional information at this point.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that's OK yeah if you could just put in that request that would be good um I'm looking at my email right now saying that it's I'm still pending an agent appointment.
[AGENT][POSITIVE] Yeah, I'll be happy to. Mhm.
[CUSTOMER][NEUTRAL] So maybe that's not something to do with it, but uh yeah if you could do that that would be great thanks.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. So, um, is there anything else that I could help you with at the moment, [PII]?
[CUSTOMER][NEUTRAL] I don't think so. I think that'll be that'll be good.
[AGENT][POSITIVE] OK. Well then, thank you very much for calling APL and I hope that you have a nice afternoon.
[CUSTOMER][POSITIVE] I hope you do too thank you so much bye.
[AGENT][POSITIVE] Uh yes, sir, you're welcome. Thank you. Bye-bye.