AccountId: 011433970860
ContactId: 045b0f00-a9df-4451-afd6-286770bc3c2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336670 ms
Total Talk Time (AGENT): 126578 ms
Total Talk Time (CUSTOMER): 109282 ms
Interruptions: 3
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/045b0f00-a9df-4451-afd6-286770bc3c2f_20250519T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling from 4 Quotes. How are you?
[AGENT][POSITIVE] I'm doing well, Miss [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing pretty good thanks for asking. Um, I'm calling in I'm calling from a broker's office in reference to our client Locatel USA. The group number is 17278.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] It's been just a minute while the computer pulls it in.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and can you please um give me the name of the broker office you're calling from?
[CUSTOMER][NEUTRAL] Yes, of course, um, it's for quotes insurance underwriters, uh, the producer is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] OK thank you I appreciate that and do you have the address for um the group?
[CUSTOMER][NEUTRAL] Yes, I do hold on.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Their address is [PII]. I'm sorry, that's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying the group for me. How can I help you today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, we have a really bad connection. I don't know if they've mentioned this to you. I don't know, or maybe it could be on my end. It's like staticky, but, um, what I was calling for is the plan designs.
[AGENT][NEUTRAL] OK, let me see if I can fix it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it'll be just second let me see if I can fix that for us.
[CUSTOMER][NEGATIVE] Yes, so yeah, it's like breaking up.
[CUSTOMER][NEUTRAL] Oops.
[AGENT][POSITIVE] OK, thank you, Miss [PII] for holding for me.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and you're, you're asking about plan designs, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I'm on the portal and I don't see where I could, I don't see where it's like somewhere that I could download it so I don't, um, and I called earlier, um, asking for what they said that they were gonna send it and we never got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] OK, alright, well what I'm gonna do is I'm gonna help you further by transferring you on over to broker resources so that they can help you with the plan designs, OK? Alright, it's gonna be a brief hold while I transfer you and I appreciate you calling APL and I hope you have a beautiful week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got Miss [PII] on the phone. She is calling from the broker's office for quotes. She's calling about group number 17278.
[AGENT][NEUTRAL] And she is asking about plan designs for the group, she said that somebody was supposed to send them to her but she hasn't received anything as of yet.
[CUSTOMER][NEUTRAL] And she is the broker's team?
[AGENT][NEUTRAL] Yeah she's on the broker's team she verified the group and the agent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] And um what was her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Um
[CUSTOMER][NEUTRAL] And she was looking for some quotes.
[AGENT][NEUTRAL] Yes, she said she was calling about plan designs that's what she called it plan designs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, yeah, if you wanna pass her along to me I can have a chat with her.
[AGENT][POSITIVE] OK, thank you, [PII]. You have a good week bye bye ma'am.
[CUSTOMER][NEUTRAL] Yeah, you as well.