AccountId: 011433970860
ContactId: 182c08ed-bd8c-4e2b-8fa2-b08216b339fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255589 ms
Total Talk Time (AGENT): 90490 ms
Total Talk Time (CUSTOMER): 103339 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/182c08ed-bd8c-4e2b-8fa2-b08216b339fc_20250521T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, uh, I have an insurance company together with my husband, and we have a request of a big customer. It's an association with, uh, over 2000 active members. So a big, big potential uh for ENO, right? Um, and it is basically a public, uh, public, uh, um, client.
[CUSTOMER][NEUTRAL] We are not appointed yet, but I wanted to make sure, you know, that um
[CUSTOMER][POSITIVE] That we basically get, uh, can, can get a proposals from you and, and get this deal.
[AGENT][NEUTRAL] OK, um, just so that I understand correctly, sorry, just so that I understand correctly, um, are you representing a group and you're interested in this insurance, is that correct? or signing up with us?
[CUSTOMER][NEUTRAL] Um, what exactly?
[CUSTOMER][NEUTRAL] Yes. Yes, it's, it's not a client. A client is uh a big association with over 2000 members, public, and uh they, they need an ENO for, you know, for their members. Um, so I have here monthly benefit options usually up to $3000. The better, the merrier. So if, uh, you know, if we get more, even better.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure. OK. Um.
[CUSTOMER][NEUTRAL] The choices, the choices, mhm.
[AGENT][NEUTRAL] I'm sorry, um, really quick before we go any further, um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. Because this is a big deal. So it's [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, Ms. [PII], um, before just so that you are aware, um, I don't handle that kind of thing, so, um, I'm going to put you on a brief hold and, uh, get you to our broker resources department, um, so that they can speak with you regarding this in the next steps for y'all.
[CUSTOMER][POSITIVE] Great. I will wait.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] APL, this is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII] um on the care team. How are you?
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Um, so I've got someone on the line. I'm not quite sure who she is with, um, she just called and immediately said that she is representing a client that has over 2000 members and that they are interested in signing up with us.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So she's not appointed with us or anything?
[AGENT][NEUTRAL] I have no idea honestly, she was talking very quickly.
[CUSTOMER][NEUTRAL] Uh yeah, I'm probably just gonna have to give her information.
[AGENT][NEUTRAL] I have her name and a callback number, but I'm sorry.
[CUSTOMER][NEUTRAL] No, I said I'll just have to probably just give her the information to send in so we can get her a point.
[AGENT][NEUTRAL] OK, I'm sorry. I really wasn't sure.
[AGENT][NEUTRAL] OK, so her name is uh [PII] did you want her callback number?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that is uh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All [PII]. Are you ready for her?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right I appreciate your help. Thank you. Bye bye.
[CUSTOMER][POSITIVE] No problem.