AccountId: 011433970860
ContactId: f445240d-3a29-4c73-bf14-ad3575566775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658559 ms
Total Talk Time (AGENT): 157504 ms
Total Talk Time (CUSTOMER): 201124 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f445240d-3a29-4c73-bf14-ad3575566775_20250128T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hiya, how are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good. My name is [PII] and I am the assistant of the agent [PII].
[CUSTOMER][NEUTRAL] And the reason that I'm calling is regarding the group number 24245.
[AGENT][NEUTRAL] All right, [PII], let me pull up the group here.
[CUSTOMER][NEUTRAL] 24245.
[AGENT][NEUTRAL] Thank you. Can you verify the group name?
[CUSTOMER][NEUTRAL] ACA worldwide.
[AGENT][NEUTRAL] How can I help today, [PII]?
[CUSTOMER][NEUTRAL] OK. The reason my dear that I'm calling is I need a copy of a specimen.
[CUSTOMER][NEUTRAL] Of the contract for the policy for this group.
[AGENT][NEUTRAL] You need a copy of the contract for the group?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I don't know if I can ask for each uh participant of this specimen copy of the contract for each one or for the group, which one is uh you can help me with?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You still there?
[AGENT][NEUTRAL] Yeah, I'm still here just one second.
[CUSTOMER][NEUTRAL] Ah, ah, you're so quiet. Nothing, not even take pictures.
[CUSTOMER][NEUTRAL] I believe it's the total of 12 participants, not more than that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I believe as I know, I don't know if I'm mistaken that uh each contract we was sent to each uh participant, but if you can do it like I mean send me the whole thing for each one, a copy of the contract and a copy of the contract for the whole group.
[AGENT][NEUTRAL] I got you OK um yeah let me see, so can you verify the email address and the uh phone number for the group?
[CUSTOMER][POSITIVE] Thank you. Thank you so much.
[CUSTOMER][NEUTRAL] Uh, the email address?
[CUSTOMER][NEUTRAL] Uh, no, you can, you know, send it to [PII].
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] Yes, sure. [PII], it's [PII].
[CUSTOMER][NEUTRAL] Emilio
[CUSTOMER][NEUTRAL] [PII], if you want, I can give you the APL agent number 17021. You have all the info for him.
[CUSTOMER][NEUTRAL] Anyway, last name is [PII].
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you want me to repeat the APL uh contract number 17021?
[CUSTOMER][NEUTRAL] You have all the emails
[AGENT][NEUTRAL] I've got the I've I've got the 17021 and so [PII] should be the contact email for the group.
[CUSTOMER][NEUTRAL] No, for, for us, he's, we are, he's the agent for this group.
[AGENT][NEUTRAL] Oh, he's the agent. OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, because they requested from him and uh, you know, we need to send it to him. That's why I'm not sure if APL already sent for each one, but anyway, to be on the safe side and to not bother him many times, if you can be kindly sending me the contract for each patient and for the whole group, a copy of the, the, the contract please.
[AGENT][NEUTRAL] Do you want it sent to the email address that's on here for [PII] or do you want it sent to your email, [PII]?
[CUSTOMER][NEUTRAL] Uh, for both, please.
[AGENT][NEUTRAL] OK, so I need
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I need your email address.
[CUSTOMER][NEUTRAL] [PII], this is what I'm telling you, [PII].
[AGENT][NEUTRAL] OK, absolutely. So let me
[CUSTOMER][POSITIVE] If you be so kindly send it, send it to me and in my turn we'll send it to to [PII], no problem.
[AGENT][NEUTRAL] OK, so let me reach out and see how I can get you the contact list I'm gonna need you to place you on a brief hold.
[CUSTOMER][NEUTRAL] No, no problem. Thank you very, very, very much for your help. I'll be on hold with you. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Her email.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][NEUTRAL] I'm fine, [PII], and you?
[AGENT][POSITIVE] I'm doing good um hey, can I give you a group number and see if maybe this is something you can help me with?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, the uh group number is 24245.
[AGENT][NEUTRAL] It should come up as Arca worldwide.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I have [PII] on the line, and she, I guess they had been asking for a list, um, of I guess the, uh, insured and like a copy of the contract, and I do see some notes in here um that there was like a hub request sent but I'm pretty new and so I was kind of told to reach out to broker resources is that something that you guys help with?
[CUSTOMER][NEUTRAL] So who is [PII] with? Is she with out of [PII]'s office?
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] And that's been verified?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because she had given me that information.
[AGENT][NEUTRAL] She wanted it sent to [PII]'s I guess email, the [PII] on file.
[CUSTOMER][NEUTRAL] OK, so I'm looking at the notes now. I see is she wants some ID cards.
[CUSTOMER][NEUTRAL] Um, yeah, I mean, go ahead and put her through. I'll talk to her.
[AGENT][NEUTRAL] I mean is this something that you guys even deal with just so I know in the future or no or?
[CUSTOMER][NEUTRAL] Yes, yes, we
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Alright, let me go back to her and then I'll transfer her over thank you.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], how are you?
[AGENT][POSITIVE] Good so I have somebody on the line in broker resources that's gonna help you out with this so I'm gonna transfer you over to her and she's gonna take the call.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.