AccountId: 011433970860
ContactId: e2579309-3c0d-4629-a2bf-c70809139fb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133839 ms
Total Talk Time (AGENT): 34818 ms
Total Talk Time (CUSTOMER): 56131 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/e2579309-3c0d-4629-a2bf-c70809139fb7_20250422T21:54_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I just hung up with one of your associates and I forgot to ask one last question. I'm working on the group participation and renewal form, uh, for 2592525925.
[AGENT][NEUTRAL] Ew.
[AGENT][NEUTRAL] MNR
[CUSTOMER][NEUTRAL] And and our distributors, yeah, I just wanted to ask you how many employees you're showing on the plan we're gonna renew as is I think they have 4000 in inpatient it's a 4000, 2000.
[AGENT][NEUTRAL] You're asking me how many people are in the group, or you're asking me?
[CUSTOMER][NEUTRAL] How many are on the plan?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just wanna make sure I'm on the same page with you, make sure if you have any.
[AGENT][NEUTRAL] Let me just pull the group detail report.
[AGENT][NEGATIVE] If I pull the group detail report, I show a total of to open this up. It tells me there's a total error.
[CUSTOMER][NEUTRAL] Should be 7 or 8. I don't remember now.
[AGENT][NEUTRAL] The group to details shows 8 policies right now currently.
[CUSTOMER][NEUTRAL] 8. OK. And, and does that have [PII] on there? This [PII], the guy we I just checked on, do you show [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You should be in there that should be right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like a copy?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Um, no, I think I'm good. I just wanted to make sure. OK, perfect, thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty, thanks.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Take care bye bye bye bye.