AccountId: 011433970860
ContactId: e6f8dd21-989f-4baf-b9bb-b105b83152fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212380 ms
Total Talk Time (AGENT): 128924 ms
Total Talk Time (CUSTOMER): 95532 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e6f8dd21-989f-4baf-b9bb-b105b83152fa_20250220T15:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the care team. I've got, um, hey, I've got Miss [PII] on the phone. She's with the broker's office.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, she did verify the group and the group number is 20799.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she just needs help with the bill she is requesting that the bill come to her today and she's on the other line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, did she, did she happen to tell you what month?
[CUSTOMER][NEUTRAL] No, she didn't.
[AGENT][NEUTRAL] OK, [PII], OK, you can put her through. I'll see what I can help her with.
[CUSTOMER][POSITIVE] OK. All right, thank you. Bye bye.
[AGENT][POSITIVE] Alright, thanks [PII] mhm bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][POSITIVE] Uh huh yes ma'am.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][NEUTRAL] I'm well how are you?
[AGENT][POSITIVE] Good, I'm doing well thank you um so [PII] sent you over to me um and she gave me the group number you were calling about and that is 20799 for [PII], is that right?
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[AGENT][NEUTRAL] OK, OK, and she said you were requesting an invoice, right?
[CUSTOMER][NEUTRAL] Yeah, the agent is there today holding open enrollment and she wanted an invoice to see who was currently on the APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there a specific month? The most recent we have is February until this weekend, OK.
[CUSTOMER][NEUTRAL] That's fine, yeah, no, that's fine.
[AGENT][NEUTRAL] OK, and what um what email should I send that to?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Um actually, can you do both? that way it'll go to her and me and um but I can make sure it comes in. Um mine is [PII]
[AGENT][NEUTRAL] I, I can.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] At HH.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is is the other one [PII]?
[CUSTOMER][NEUTRAL] And then hers is the same [PII].
[AGENT][NEUTRAL] I've got hers. OK, perfect. Yes, ma'am, I've got yours and I've got [PII]'s here in the system. Um, I'll get that sent over as soon as we get off the phone, um, and it'll be for February, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. Can you tell me one thing? Are we registered for online for them?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I couldn't find a username or anything so I didn't know if I'd ever set anything up but.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I don't know if I can er I know the group has one set up um for the agent though I would have to search by a pin number so I don't know um.
[CUSTOMER][NEUTRAL] But the group has got one set up do they ever use it?
[AGENT][NEUTRAL] It doesn't, the group.
[AGENT][NEUTRAL] Let me see if I can see when they look it looks like they've got their account in recovery and it looks like the last time we have any record of uh the account being used was several years ago. Um, it shows [PII], so it doesn't look like they have been active um they do have an account if they want us to help them, um, recover that account we can do that.
[AGENT][NEUTRAL] Or they can do that you know by by going online and and just um selecting forgot password um but if they need their username or anything we can help them with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I might get him to work on that so we could do this online, but alright, yeah, if you'll just give me that bill as quick as possible so to her and I thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will, I certainly will.
[AGENT][NEUTRAL] OK, no problem, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] OK, I'll get that sent over right away and thank you for calling APL mhm bye bye.
[CUSTOMER][POSITIVE] All right thanks bye.
[CUSTOMER][NEUTRAL] Bye bye.