AccountId: 011433970860
ContactId: 0163d7fe-6d3a-48cd-8785-4420f57a80f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269660 ms
Total Talk Time (AGENT): 103960 ms
Total Talk Time (CUSTOMER): 47806 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0163d7fe-6d3a-48cd-8785-4420f57a80f2_20250403T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII].
[AGENT][NEUTRAL] Hey [PII], how are you?
[CUSTOMER][POSITIVE] Pretty good. How you been?
[AGENT][NEUTRAL] Good. I haven't talked to you in a while.
[CUSTOMER][POSITIVE] Yeah we're hanging in there doing pretty good um I we have new owners of one of the groups and I wanted to um give her a copy of the benefits summary that she can give out to the employees.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, so if you could give me that, that would be awesome.
[AGENT][NEUTRAL] OK, so you want the benefit summary. What group is this for?
[CUSTOMER][NEUTRAL] This is called um.
[CUSTOMER][NEUTRAL] Mobile Auto Glass.
[AGENT][NEUTRAL] No autolock hang on.
[AGENT][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] Mobile Ala let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know that group number because I must be typing something in wrong.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe it's under Mr. Auto Glass.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mr. A mobile autolas.
[AGENT][NEUTRAL] I'll try that
[AGENT][NEUTRAL] There we go, Mr. Auto Glass 249-85. Let me pull that up.
[AGENT][NEUTRAL] I make sure I got the summaries out here.
[AGENT][NEUTRAL] You know my computer, bear with me just a second.
[CUSTOMER][NEUTRAL] You have the group number? I think it's 249-85.
[AGENT][NEUTRAL] Yeah, I've got I'm just waiting on the I'm trying to get into the folder we have for this group so I can see if I have the benefit summaries out here to send over to you.
[AGENT][NEUTRAL] Finally folder popped up account.
[AGENT][NEUTRAL] Well, surely we have them out here.
[AGENT][NEUTRAL] on that one, let me go back.
[AGENT][NEUTRAL] Oh, here we go. So they have a $3000 plan, is that correct?
[CUSTOMER][NEUTRAL] Yep, that's what they have 3,000 3000.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, and you just want those some benefit summary. OK, I'll send that over to you. Was there anything else that you needed?
[CUSTOMER][POSITIVE] Yeah you can give me the one with that has the pricing on it.
[AGENT][NEUTRAL] Yeah, the one that has the rates on the bottom of it. Med link select. OK, yeah, let me make sure this matches up with the rates that I have over here. Hang on.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 249-85.
[AGENT][NEUTRAL] Products.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 120.
[AGENT][NEGATIVE] That's the same one with 81. I don't think this one matches up. I think this must be an older one.
[AGENT][NEUTRAL] 122, yeah, let me ask for the current one because I don't see one out here in their [PII] folder so let me ask for that and I'll get that over to you. I just need to get it from underwriting.
[AGENT][NEUTRAL] Because I don't see it the current one out here. I see the one from [PII], so yeah, I'll get that over to you. Was there anything else that you need?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't do it.
[AGENT][POSITIVE] OK, we'll get that over to you here soon. Have a good day.
[CUSTOMER][POSITIVE] OK thank you very much appreciate it.
[AGENT][POSITIVE] Thank you, talk to you soon bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.