AccountId: 011433970860
ContactId: ce2976f3-3cc1-40e4-8d9c-cb06c3748121
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178039 ms
Total Talk Time (AGENT): 37487 ms
Total Talk Time (CUSTOMER): 105417 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ce2976f3-3cc1-40e4-8d9c-cb06c3748121_20250226T23:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], [PII], how are you?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][POSITIVE] Doing pretty good. um, I wanna ask you a question for um integra solutions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want to see if they still have somebody on the plan whose name is [PII].
[AGENT][NEUTRAL] Is he an NEW or an NEU?
[CUSTOMER][NEUTRAL] I think he's in um Integra.
[CUSTOMER][NEUTRAL] No she's asking you or any W. Oh, I don't know. Hang on, I'm driving, so let me just see. [PII], yeah.
[AGENT][NEUTRAL] OK, I'll, I'll look, [PII].
[AGENT][NEUTRAL] It's a new, OK.
[CUSTOMER][NEUTRAL] Yeah, she said, I noticed this person was still active in UHC and should be termed [PII]. Can you please check for the gap?
[AGENT][NEUTRAL] OK, let me see what we have on him.
[CUSTOMER][NEUTRAL] Go to [PII]'s, yeah, but we're going to [PII], I mean [PII].
[AGENT][NEUTRAL] No, I'm not showing the [PII] on here. Let me see if they lapsed him.
[CUSTOMER][NEUTRAL] And could, could he, could he, when I can the car there, um, could he be on IMV?
[CUSTOMER][NEUTRAL] I don't really know. She didn't say where he is and I'm, I'm in the car. I don't really have the ability to look it up right this minute.
[AGENT][NEUTRAL] OK. Let me do some digging on that for you. Um.
[AGENT][NEUTRAL] Do you want me to just shoot you an email if I see anything?
[CUSTOMER][NEUTRAL] Yeah, [PII] on on either IMV or on or on Integra. she's saying he should have been termed, you know, it was in the middle of December, so for the end of December.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'll shoot you an email if I find him.
[CUSTOMER][NEUTRAL] Yeah, I'll be back. I'll be back. Thank you, [PII]. I'll be back in, I'll be back at my desk in the morning. She gave me one other one, but she, she just talked about a term, but she didn't even give me the employee's name, so I wouldn't be able to tell you. Hold on one second, show, show me the names on this one it's [PII], but where's the other one on the bottom? Give me a second yeah.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Scroll up and see if you see it.
[CUSTOMER][NEUTRAL] No, you're right, there's no, so I'd be guessing.
[AGENT][NEUTRAL] OK, yeah, let's not guess and just slap somebody. OK, [PII], have a good evening, OK?
[CUSTOMER][NEUTRAL] We'll talk to you tomorrow.
[CUSTOMER][POSITIVE] You too thank you take care bye bye.
[AGENT][NEUTRAL] All right, bye-bye.