AccountId: 011433970860
ContactId: 31caaf75-0eff-4f19-a5e8-b1657be7ca3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252089 ms
Total Talk Time (AGENT): 95414 ms
Total Talk Time (CUSTOMER): 110533 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/31caaf75-0eff-4f19-a5e8-b1657be7ca3b_20250605T15:33_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 [PII]. [PII], to quote a new group, um, this is a medical group, and, uh, I'm just getting quoted right now the um all of their medical insurance, but it's a doctor's office, so they have right now 12345, they have about 11 people.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's gonna be employee employer paid so I have an email to send you and I just put on here please, um, I attached a copy of their census, but it's a little complicated census because there's a lot of different things on here. Do you need a census to quote or you just need the name and address, uh, and what the company does and what we want quoted?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me put you on a brief hold just to confirm this, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, who wants to help with this question?
[AGENT][NEUTRAL] OK, so [PII]'s on the phone and he wants to know how does he quote a group.
[AGENT][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Um, but he did ask though for the census, what all does he need for the census or does he need the census?
[AGENT][NEUTRAL] I don't know. He just said it's for a medical group or uh uh doctor's office.
[AGENT][NEUTRAL] The new group.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so do, does he need to include the everything on the census?
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I'm here, yes.
[AGENT][NEUTRAL] OK, we will need um everything on the census um and then you can just send it to the Florida um sales email.
[CUSTOMER][NEUTRAL] So when you say you'll need everything on the census, what, what do you mean? You don't, you don't need everybody's name and date of birth to quote a group, do you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, no, but we, I mean, we might just because, um, there might be like a, uh, age bracket for different things that we're quoting depending on what we're quoting.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, no, we're quoting Medli 9. There's no more age brackets. I'm requesting a proposal for a for.
[AGENT][NEUTRAL] OK great so then do you not wanna send, if you don't wanna send the census, don't send the census, um, and if we need it from you, um, then we'll let you know.
[CUSTOMER][NEUTRAL] But it's it should be the same thing every time. In other words, I'm giving you the name of the group, the address of the group, tell you what they do. This is a medical group, um, and I want, I want a proposal with the 234 and $5000 2000 dollars in, $2000 out, $3000 in, $3000 out kind of thing, um, with Medin 9. it should be the same thing every time. It shouldn't be different from one group to another. Am I missing something?
[AGENT][NEUTRAL] OK, no, uh, if you know the process, um, just go ahead and send it over to us and we'll let you know if we have any questions.
[CUSTOMER][NEUTRAL] OK, what do you do? I mean you don't run the quotes. I mean, I'm asking you stuff that sounds like it's not what you do.
[AGENT][NEUTRAL] No, we don't, we don't run the quotes.
[CUSTOMER][NEUTRAL] So who does that?
[AGENT][NEUTRAL] We, we, we pass it along, um, depending on the quote we pass it along to either underwriting um we pass it along to APL quote, um, so.
[CUSTOMER][NEUTRAL] So you're not doing that at your desktop in other words.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I got you. OK, alright, I'm gonna send this over right now and uh if you need anything else you'll let me know.
[AGENT][POSITIVE] Sounds great thank you.
[CUSTOMER][POSITIVE] Thanks have a good day bye bye.
[AGENT][NEUTRAL] You as well bye bye.