AccountId: 011433970860
ContactId: d8ae4093-584a-4d54-91fd-070e4c240750
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131520 ms
Total Talk Time (AGENT): 41795 ms
Total Talk Time (CUSTOMER): 63584 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/d8ae4093-584a-4d54-91fd-070e4c240750_20250418T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, is [PII] there by any chance?
[AGENT][NEUTRAL] Um, she is at lunch at the moment.
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][NEUTRAL] Um, she is in a meeting at the moment. Is there something that I can help you with? Yes, I'm in broker resources.
[CUSTOMER][NEUTRAL] OK, are you in?
[CUSTOMER][NEUTRAL] Yeah, are you in? OK, here's my question. So Hospitality Ventures Management Group, their number is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Why isn't the group number right up here? Hold on a second.
[CUSTOMER][NEUTRAL] The group number is.
[CUSTOMER][NEUTRAL] 25469
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So they just submitted their renewals.
[CUSTOMER][NEUTRAL] And they submitted two separate renewals because they have more than 33 uh plans, but their renewals collectively list 196 enrolled.
[CUSTOMER][NEUTRAL] And the the portal only shows 153 enrolled.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 153 you said?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what, that's what the portal shows.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I will have to get with one of them to see the new group enrollment and then I will have um.
[AGENT][NEUTRAL] [PII] or [PII] reach back out. What is your name and what is a good phone number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the phone number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, let me get with them um you'll hear back from somebody before the end of business today.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.