AccountId: 011433970860
ContactId: e07e24ca-507b-493e-a585-d81d1e4b5308
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307649 ms
Total Talk Time (AGENT): 164835 ms
Total Talk Time (CUSTOMER): 117356 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e07e24ca-507b-493e-a585-d81d1e4b5308_20250127T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]'s calling. I have a new, uh, contract, um, with APL, and I'm trying to sign into the online service center and ask for a group number which I don't have.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In order to
[AGENT][NEUTRAL] OK. Are you calling on behalf of yourself or are you the group administrator?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] The group, the group, the group administrator.
[AGENT][POSITIVE] OK, and I'm so sorry.
[CUSTOMER][NEUTRAL] It's Palmetto infectious disease. Go ahead.
[AGENT][NEUTRAL] OK. And what was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], you're trying to set up the profile for the group. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, so I can help you with that.
[CUSTOMER][NEUTRAL] And pay my bill.
[AGENT][NEUTRAL] OK. And what is your um callback number, please?
[CUSTOMER][NEUTRAL] Um, I'll give you my cell [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you said you do not have your group number, is that correct?
[CUSTOMER][NEUTRAL] I do not. I have not been sent anything that has a group number on it.
[AGENT][NEUTRAL] OK, and what is
[CUSTOMER][NEUTRAL] All I got was here's how you.
[AGENT][NEUTRAL] I'm sorry. Oh, you were.
[CUSTOMER][NEUTRAL] I was gonna say all I got was here's here's where to pay the bill.
[AGENT][NEUTRAL] OK. All right. Well, let me see if I can locate the group number for you now. Once I do locate the group, Mr. [PII], I will have to verify several things related to the group for security purposes first. So tell me again the name of the group.
[CUSTOMER][POSITIVE] OK, that's cool.
[CUSTOMER][NEUTRAL] Palmetto Infectious Disease Physicians.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the address for the group and the primary phone number for the group.
[CUSTOMER][NEUTRAL] OK, I'm not sure which of these do you have, uh, you probably have.
[CUSTOMER][NEUTRAL] [PII] or you or you may have uh.
[AGENT][NEUTRAL] Mhm. And what is that zip code? What is the zip code for that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address, please?
[CUSTOMER][NEUTRAL] It's [PII]. [PII].
[AGENT][NEUTRAL] OK, thank you. And the primary phone number on file for the group?
[CUSTOMER][NEUTRAL] Uh, probably [PII].
[AGENT][POSITIVE] OK, thank you. Now, I can provide you the group number, um, Mr. [PII].
[AGENT][NEUTRAL] But we show your zip code is [PII], but you said it's [PII]?
[CUSTOMER][NEGATIVE] Yeah, it is [PII]. Well, long story in [PII] they don't care.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so if it, well if it needs to be corrected in our system, I will also give you the um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Email address for you to send that change of zip code so that we can get that corrected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I so
[CUSTOMER][NEUTRAL] OK, so when I go into the to setting up a new user I better use the 5, because that's what it's gonna.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, sir. I mean that we have, uh-huh, until we get it updated.
[CUSTOMER][POSITIVE] That's what it's gonna probably recognize.
[AGENT][NEUTRAL] But you're saying [PII] or [PII]? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It, it, it won't matter. Yeah, believe it or not, when I moved to.
[AGENT][NEUTRAL] Oh, that's interesting that you said that you said that was a long story.
[CUSTOMER][NEUTRAL] When I moved here I said what's my zip code? and they said you can put down whichever one you want. I said no wait my zip code.
[AGENT][POSITIVE] Oh, well, that's nice.
[AGENT][NEUTRAL] I've never heard of that before, but OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. So the group number for your group is 26896.
[CUSTOMER][NEUTRAL] 26896.
[AGENT][NEUTRAL] Yes, sir. And if you want to send that email to have it changed the zip code to the [PII], you can send that to care team.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would just need to include your group number and, and ask that the zip code be changed from [PII] to [PII].
[CUSTOMER][POSITIVE] Yeah I like that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, sounds good will do thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So, is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I think we're good thank you.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][POSITIVE] Thank you so much. Uh-huh. Bye-bye.