AccountId: 011433970860
ContactId: 03efbd4e-b88d-4fa1-bb85-a4e689308a55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235240 ms
Total Talk Time (AGENT): 70613 ms
Total Talk Time (CUSTOMER): 62880 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/03efbd4e-b88d-4fa1-bb85-a4e689308a55_20250212T21:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Columbina Candy Company. Um, we're currently, uh, looking for a new uh gap policy for our employees and, um, in the past we used to have your insurance, uh, as our gap, so I was, uh, hoping I can get some information. I was inquiring about new, a new service or new providing service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, well, first, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And um [PII], is it alright if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Sure, thanks.
[AGENT][NEUTRAL] OK, you're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, you should be a
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, yeah it is broker resources still OK. Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I'm gonna go ahead and get you over to Broker Resources so that um they can assist you with the applications and everything for enrollment. Um, before I do that,
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thanks.
[AGENT][POSITIVE] Alright, you're welcome. Well thanks for calling APL and hold on one moment while I get a representative for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And uh you're welcome. Before I do that, can you say the name of your group, um, just in case the representative asks me.
[CUSTOMER][NEUTRAL] Yes, it's Colombina.
[CUSTOMER][NEUTRAL] Candy Company.
[CUSTOMER][NEUTRAL] It's spelled C O L O M like Mary, B I N A.
[AGENT][NEUTRAL] Alrighty hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good today and what's going on?
[AGENT][NEUTRAL] I have [PII], um, she's from a potential group. They're wanting to know how to get um APL gap coverage.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, send her my way.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is