AccountId: 011433970860
ContactId: 22e2dab1-b5bf-4d45-983b-3cdbd5e804bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84860 ms
Total Talk Time (AGENT): 39587 ms
Total Talk Time (CUSTOMER): 32503 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/22e2dab1-b5bf-4d45-983b-3cdbd5e804bb_20250325T17:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'd like some information on your Medin product.
[AGENT][NEUTRAL] OK and who am I speaking to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII], and what state are you calling from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you currently appointed with us?
[CUSTOMER][NEUTRAL] I am not.
[AGENT][NEUTRAL] Oh, OK, [PII]. So, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, what I'll do, [PII] is have one of our um internal colleagues give you a call.
[AGENT][NEUTRAL] And kind of go over how the medlink plan works.
[CUSTOMER][NEUTRAL] Well, let me ask you this is the Medley plan exclusively a payroll deduction group product or can it be sold on an individual basis as well?
[AGENT][NEUTRAL] It's on a, a group chassis.
[CUSTOMER][NEUTRAL] It is a group chassis project.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm not sure that that's what I was looking for uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but you tell him to call me anyway.
[AGENT][POSITIVE] OK, I certainly will. I certainly will. Is there anything else I can do for you while I've got you on the phone?
[CUSTOMER][POSITIVE] Alright thank you so much.
[CUSTOMER][NEUTRAL] No ma'am, that'll be fine.
[AGENT][POSITIVE] All right, [PII], thanks so much for calling APL. You have a great afternoon, OK?
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][NEUTRAL] All right, bye bye.