AccountId: 011433970860
ContactId: 11e6853d-ca57-41b1-9bb9-f9741bb9efe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125139 ms
Total Talk Time (AGENT): 47831 ms
Total Talk Time (CUSTOMER): 76749 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/11e6853d-ca57-41b1-9bb9-f9741bb9efe7_20250211T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hey, it's [PII]. [PII], I, I, um, I got your proposal you guys sent over, so thank you for that. Um, I'm a little confused with the pricing. Um, I had gotten some pricing from you guys, um, just pretty recently, and, uh, you know, for the different programs and Medlink, uh, for a [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What I was showing was about 42 bucks and um and then I just got this one quoted and it's showing like 49 so I don't know if I'm missing something or there was a rate increase or or what have you but.
[AGENT][NEUTRAL] Remind me what the, remind me what the name of that group is. I'm sorry.
[CUSTOMER][NEUTRAL] Sugar River.
[AGENT][POSITIVE] Sugar, thank you. Let me go here.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] I just pulled up the rate sheet that you guys had sent me and I looked up the [PII] 0 rates have gone up, huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Rates have gone up, yeah, because the 2000, 2000 I had had was a little bit less than this. It was in the lower 40s, like $42 so I guess rates have gone up. I guess that's really the bottom line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and then I mean, is it a different size group or anything?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, it's 11 and they're based in, I don't know, does the state matter?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, sometimes I don't think, I think most of us all [PII], right? So I don't think it would be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No this is not [PII] no no no this is this is [PII] this is [PII].
[AGENT][NEUTRAL] Oh, it's not [PII]? OK.
[AGENT][NEUTRAL] Oh, gotcha, gotcha. OK, that might be why. OK, um, let's see, hang on.
[AGENT][NEUTRAL] OK, hang on, let me look.
[AGENT][NEUTRAL] Let me do some research on it. I obviously it went up, but let me, let me do some research on it and see if I can if that's all it is, if it's just a price increase or was due by the state, and I'll give you a call back because I don't know off the top of my head, OK.
[CUSTOMER][POSITIVE] OK, perfect, thank you, thank you much.
[AGENT][POSITIVE] Uh, thank you. Talk to you soon bye.
[CUSTOMER][NEUTRAL] Bye bye.