AccountId: 011433970860
ContactId: 10c743ff-2774-46fd-ae55-59f9c7bc1bea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247779 ms
Total Talk Time (AGENT): 104384 ms
Total Talk Time (CUSTOMER): 88679 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/10c743ff-2774-46fd-ae55-59f9c7bc1bea_20250211T16:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. [PII], [PII]. I'm calling you with two things. Um, one, we have a new group. I wanted to see if their first invoice was ready yet. Uh, the name of the group is [PII]
[AGENT][NEUTRAL] Yes, you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sure, hang on.
[AGENT][NEUTRAL] Oh, that's that one group, yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] There we go 26921 so let's see.
[AGENT][NEUTRAL] See if I can see a bill, uh, you wanna know if their bills been generated.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because the owner asked me to review it so I said OK.
[AGENT][NEUTRAL] Got you. Sure, let me pull up my little billing system here. Give me just a second.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Taking a second for it to come online, bear with me just a second.
[AGENT][NEUTRAL] Finally, OK, let's see.
[AGENT][NEUTRAL] Billing invoice let's see, it looks like, yes, let's see when this was done.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Here we go, an invoice on 26 generated for the February premiums, yes.
[AGENT][NEUTRAL] You need a copy of it?
[CUSTOMER][NEUTRAL] OK, so can you, please.
[AGENT][NEUTRAL] OK, I'll send that to you.
[AGENT][NEUTRAL] And what else were you needing?
[CUSTOMER][NEUTRAL] OK, so that was number one. Second thing, I have a group that's gonna be a [PII], and I'm, um, the, the owners boiled it down to a couple things, and it looks like they're gonna probably end up wanting to go with a small gap plan like a 2000 so I sent you the email request this morning. I was wondering if it was something you, you, you could jump on and send back to me only because of the tight time frame I'm trying to enroll the group for a 31.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Urgency, gotcha.
[AGENT][NEUTRAL] It's a sugar river machine.
[CUSTOMER][NEUTRAL] I don't know if you, yes, Sugar River machine, it's just a [PII] that's what they're doing.
[AGENT][NEUTRAL] below a group with a sector 31 please send ASSP da da da. Yes, I will see if we can get this done for you ASAP.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is that all you needed right there? I gave you the name SIC code address.
[AGENT][NEUTRAL] Yeah, please run about late for [PII] for the blue group employer paid. Please send SFP did. Does she normally ask you to send the group, other groups in is this normally what you send to [PII] when she needs a proposal? I'm, I don't normally do these on this group, so I just wanna make sure. Does she ask you?
[CUSTOMER][NEUTRAL] Yeah, that's, that's basically what it is. I mean, I'm not sending a census at this point, um, you know, we, we don't need that. OK, yeah, if you could shoot that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you, OK.
[AGENT][NEUTRAL] And she doesn't make you send like the, she doesn't make you send the major medical information showing the information for this? OK.
[CUSTOMER][NEUTRAL] No, they haven't made a decision yet. We're, we're deciding right now. Yeah, I, I think they're gonna be going with us, uh, the, the, the, the thought is a $6000 100% plan with the $2000 gap.
[AGENT][POSITIVE] OK cool OK perfect that just helps me learn.
[AGENT][POSITIVE] OK, alrighty, well, I will see if we can I can't cannot get this run, run through you today, OK? Uh, you, uh huh, have a good day.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you very much.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] And I'll email this to