AccountId: 011433970860
ContactId: 25048c24-eeab-4dd1-be18-e3f1e284e694
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100989 ms
Total Talk Time (AGENT): 40483 ms
Total Talk Time (CUSTOMER): 55357 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/25048c24-eeab-4dd1-be18-e3f1e284e694_20250604T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hi, this is, uh, [PII], uh, this is [PII] from the care team. I have a quick question, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I have a group on the line 15966.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had a quick question. Uh, they're set to be renewed on [PII], and uh the group administrator [PII] was wanting to know if you already had what the new premiums might be, um, because they're trying to look into budgeting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I was just wondering if you guys had that already or if he needs to wait until September.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I wouldn't have it in billing. I would check with broker resources.
[CUSTOMER][NEUTRAL] OK, so the broker would be the one to contact?
[AGENT][NEUTRAL] Yes, check what, what, what, check, check with the sales department if it's still in renewal, um, because we wouldn't have it yet. No, ma'am, we don't have it yet.
[AGENT][NEUTRAL] The Ukrainians.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, yeah, yeah.
[CUSTOMER][NEUTRAL] And I just wanna make sure did you say broker resources or he'll contact the broker?
[AGENT][NEUTRAL] No, ma'am, uh, you contact our broker resource department.
[CUSTOMER][NEUTRAL] Oh, our broker research OK.
[AGENT][POSITIVE] Yes, uh, yes ma'am. I'm sorry about my connection. Did you understand me? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, so I need to con or I need to contact broker resources real quick to see if they can figure that out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, to see where the status is on it.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, OK.
[CUSTOMER][NEUTRAL] Alright, bye.
[AGENT][NEUTRAL] Bye bye.