AccountId: 011433970860
ContactId: c821de84-64e1-4e84-ae93-da38909b8e30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196039 ms
Total Talk Time (AGENT): 72370 ms
Total Talk Time (CUSTOMER): 85675 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c821de84-64e1-4e84-ae93-da38909b8e30_20250325T18:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good morning, um, good afternoon. How are you doing? This is [PII] from Claims.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Hi [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm very good, thank you for asking. [PII], I have a question for you. I have a um a group on the phone. Her name is [PII] from group number 26993.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I couldn't get the the last time she said she gave me the last time, but the call was breaking out so um she says she's uh the contact we have in the company and the reason she's calling is because she was trying to register in our website but um.
[CUSTOMER][NEUTRAL] She was told that the policy will be effective beginning on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is this the reason why she's not able to register yet or not? Would she should be able to do that?
[AGENT][NEUTRAL] It could be because they're not active at this time. Hold on just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, I know. I forgot you guys handle the insurance, yeah, I know. I'm sorry. I always forget.
[AGENT][NEUTRAL] Yeah, we do the customer we don't usually deal with the, yeah.
[AGENT][POSITIVE] No, it's no problem. I can, uh, I can check on it real quick.
[CUSTOMER][NEUTRAL] Oh yeah, but I mean.
[CUSTOMER][NEUTRAL] I, I, I'll call you guys to see if you if.
[CUSTOMER][POSITIVE] Sure, thank you very much I appreciate it.
[AGENT][NEUTRAL] No problem, hold on just a second. Let me, uh, just shoot a message real quick to a friend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And that's the thing I always get confused when when we got a call from, you know.
[CUSTOMER][NEGATIVE] From a person with this kind of issues, I always go to the customer services either.
[CUSTOMER][NEUTRAL] I always forget that when as a group it has to go directly to the billing. Sorry for that.
[AGENT][POSITIVE] Yeah, no, it's all right. I sent, I sent somebody in group bill in a message real quick and see if they can give us an answer so you don't have to call back into them and.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So we don't keep Miss [PII] on the phone for too long, hopefully.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] She has read it and I think she's responding. Hold on, let's see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, she's saying that she thought that if they were set up in line already that they should be able to set up the OSC.
[AGENT][NEUTRAL] Oh, so that doesn't help us right, [PII], yeah, go ahead and call over to group billing and uh hopefully somebody over there can help her out.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Awesome thank you I appreciate it, [PII].
[AGENT][POSITIVE] No problem. You're welcome. Bye. You too.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] Bye.