AccountId: 011433970860
ContactId: d31ea8e1-cae3-4c3b-b34a-61b051aad3ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196949 ms
Total Talk Time (AGENT): 85462 ms
Total Talk Time (CUSTOMER): 40256 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d31ea8e1-cae3-4c3b-b34a-61b051aad3ca_20250408T14:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], do you show group number 18,190 still active? You guys sent me a request to complete the group renewal form, but I think that group only has 22 people on medical and they were they were dropped. I don't think they have it anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, I'm so sorry, would you mind repeating that group number 18.
[CUSTOMER][NEUTRAL] 19,018,190.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Um, let me put you on brief hold while I look that up, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] I have a question for you. So I have [PII] on the phone, and he asked me to look up a group and the group is still active, but there's only 2 employees enrolled. So he's like, is this group still active?
[AGENT][NEUTRAL] Um, they renew.
[AGENT][NEUTRAL] 51
[AGENT][NEUTRAL] OK, let him
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] It doesn't work well for them to be you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, OK, perfect, thank you.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, so the group is still active, um, the renewal date is [PII], um, but I, I do foresee an issue if they do elect to renew, um, that they would be qualified to renew.
[AGENT][NEUTRAL] Just with the 2 employees.
[CUSTOMER][NEUTRAL] I, I thought they didn't have this last year.
[AGENT][NEUTRAL] Um, it looks like they're, they're still active. It's the, uh, Barry Brown Marine Inc.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so are you guys not renewing them? I gotta call the group.
[AGENT][NEUTRAL] Um, let, let me, let me double check again. Hold on a sec, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so if you could send us an email if the group does want to possibly renew and we can see if we can get an exception for this group.
[CUSTOMER][POSITIVE] OK, let me call them right now. I'll let you know thank you.
[AGENT][POSITIVE] OK thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.