AccountId: 011433970860
ContactId: 26a73590-a67f-4564-9c35-b52b840210ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96480 ms
Total Talk Time (AGENT): 42468 ms
Total Talk Time (CUSTOMER): 57142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/26a73590-a67f-4564-9c35-b52b840210ca_20250424T15:54_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], good morning. This is [PII].
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hey [PII], I'm in need for Eustina, uh E U C U C I N A Eucina. Uh, the owner called me this morning. He could not find an electronic copy of the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL gap plan so he asked me if I could send one over um let me see if I can tell you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't even I don't have a renewal form because they're brand new so I don't have a copy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] Of the
[CUSTOMER][NEUTRAL] I don't trying to show their group number number. I'm trying to just find it out.
[AGENT][NEUTRAL] I got it. I think it's 26921. I think I just found it. OK good. 26921. Is this EU seen the cabinetry, right?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's it. Mhm. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So are you, is he wanting like a copy of the brochure or a copy of the master policy? What are you, what exactly was he needing?
[CUSTOMER][NEUTRAL] Something I can give the employees that you know that they're on the Medli 9.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] So just like the the benefit summary, the benefit summary?
[CUSTOMER][NEUTRAL] Yeah, just a bed late night.
[CUSTOMER][NEUTRAL] Yeah, mhm, yeah, I think it's like 2 pages, right?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, mhm. Do you want it with the one with the rates and everything?
[CUSTOMER][POSITIVE] Yes, with the rates be great.
[AGENT][NEUTRAL] OK, OK, we'll get that over to you. Is there anything else?
[CUSTOMER][POSITIVE] No, that'll do it. I appreciate you.
[AGENT][POSITIVE] All right, give me a few minutes and I'll get that sent over to you.
[CUSTOMER][POSITIVE] OK thank you take care bye bye.
[AGENT][POSITIVE] Mhm. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.