AccountId: 011433970860
ContactId: 2f3f0bbc-3702-4827-a9a8-b00ad794d427
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117080 ms
Total Talk Time (AGENT): 60607 ms
Total Talk Time (CUSTOMER): 50772 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/2f3f0bbc-3702-4827-a9a8-b00ad794d427_20250310T15:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I, she says she's a senior broker of the group, but she's listed as a group contact, so she needs a, um, she's asking for like the master hospital indemnity policy for their, yeah. Did you need the group number or anything? OK, it's 26,400.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] The policy, OK, OK.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Let me pull that. Give me just one second. Uh, I can be ready. Hang on just a second. I can screen and my screen to develop.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh goodness, sorry. Alright. 22nd Judicial District Public defender is that [PII] that you have on the phone? OK. And is her callback number the [PII]?
[CUSTOMER][NEUTRAL] Yeah, bye.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect I'll take it. Thank you.
[CUSTOMER][NEUTRAL] All right, thank you. Hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hello, [PII]. Yes. Thank you so much for holding. I apologize for that wait, and I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK thank you you're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. She said you needed a master policy on one of the products, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Which one was it that you're needing the master policy on?
[CUSTOMER][NEUTRAL] Uh, the hospital indemnity.
[AGENT][NEUTRAL] Hospital Deity. OK. All right. And do you want me to email that to you at uh is it [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I'll send that over here in just a few minutes. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] All right, well, you have a great day and I'll send that over here. You should see that soon, OK?
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] Thanks, thanks for calling APL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.