AccountId: 011433970860
ContactId: 344f0af1-4d9a-40ac-8965-b48399252d28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340089 ms
Total Talk Time (AGENT): 65404 ms
Total Talk Time (CUSTOMER): 108084 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/344f0af1-4d9a-40ac-8965-b48399252d28_20250407T13:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Doing good. Listen, this is [PII] um wanted to uh ask you guys on a particular group of mine, uh, so I can send in the renewal. What I'm missing is the.
[CUSTOMER][NEUTRAL] The brochure.
[AGENT][NEUTRAL] OK, [PII], what group is this for?
[CUSTOMER][NEUTRAL] Uh, the company's name is Fifth Avenue, uh, Concierge Services. Uh, the group number is 26446.
[AGENT][NEUTRAL] Check and see what we've got here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How you been? It's been a while since I've talked to you.
[CUSTOMER][NEUTRAL] I know it's been a while, yeah, it's not, you know, what can I tell you?
[CUSTOMER][NEUTRAL] I've been getting what I need.
[CUSTOMER][NEUTRAL] Without having with with calling in and and so forth, but um.
[CUSTOMER][POSITIVE] You know, I like to send them my renewals a particular way.
[CUSTOMER][NEUTRAL] And I need the uh.
[CUSTOMER][NEUTRAL] The brochure also, you know what I mean too is for you to tell me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] What is, what's the headcount on the on the on the on the group?
[AGENT][NEUTRAL] Curly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like they have a lot.
[CUSTOMER][NEUTRAL] OK, so they have 11 and they only have, um, they only have um.
[CUSTOMER][NEUTRAL] Gap right they don't have accident, correct?
[AGENT][NEUTRAL] Uh, yeah, they only have to get.
[CUSTOMER][NEUTRAL] Only the gap, right? And it's only, and it's only 11 you said?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] So there's no weight change, it looks like.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I was looking at the renewal packet to see if there was a rate change, and it looks like there was no rate change.
[CUSTOMER][POSITIVE] Oh, no rate change, got you.
[AGENT][NEUTRAL] my computer is acting really long here.
[AGENT][NEUTRAL] Um, it does not look like they sent a new brochure, so we could probably use last year since there's no re change.
[CUSTOMER][NEGATIVE] No, but the, the brochure is not the brochure is not what I need. I need like the, you know, the, the.
[CUSTOMER][NEUTRAL] The proposal that they used to make the renewals.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] P E R T O G U E R R E R you're 313 um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And they didn't do a new proposal either, so let me check last year and see if we've got that.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, this is one of the new plans, OK.
[AGENT][NEUTRAL] Let me get that sent over to you then, brother, OK.
[CUSTOMER][NEUTRAL] OK, uh, do you think, when do you think I'll have it so I can send this this participation form?
[AGENT][NEUTRAL] Uh, I should have it in the next couple of minutes.
[CUSTOMER][POSITIVE] Oh perfect. OK, awesome. I'm, I'm sorry, I thought, I thought you meant maybe that you guys don't have you gotta go get it type of deal.
[AGENT][NEUTRAL] No, no, it's one of the rate sheets.
[AGENT][NEUTRAL] The new, you know, have the new plans are just on a rate sheets, so let me get that pulled and sent over to you.
[CUSTOMER][NEUTRAL] No, but the rate sheet, the rate sheet I have access to it, it, it really what, what I'm looking for is definitely the proposal.
[AGENT][NEUTRAL] That is the proposal now.
[CUSTOMER][NEUTRAL] OK, it's just the rate sheet?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright then I'll tell you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You don't need it then?
[CUSTOMER][POSITIVE] Thank you my dear appreciate you.
[AGENT][POSITIVE] All right, we'll talk to you soon.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, no, no, no, no, no, forward it to me just so that I have it right there. I don't have to go dig for it, but I, those rate sheets, I do have access to them.
[AGENT][POSITIVE] OK, perfect. I'll send it over.
[CUSTOMER][POSITIVE] OK. All right thanks bye.
[AGENT][NEUTRAL] All right. Bye.