AccountId: 011433970860
ContactId: 349cc39d-1030-44bf-9cde-11b180a96757
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463880 ms
Total Talk Time (AGENT): 66530 ms
Total Talk Time (CUSTOMER): 109555 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/349cc39d-1030-44bf-9cde-11b180a96757_20241230T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII] how are you?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][NEUTRAL] Doing good, uh, [PII], I am needing the renewal proposal that was used on a group of mine so that I can send in the renewal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the group name?
[CUSTOMER][NEUTRAL] Uh, the group name is City of [PII].
[CUSTOMER][NEUTRAL] And the group number is 22898.
[AGENT][NEUTRAL] Gotcha. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, which email do you want me to send it to? I found it.
[CUSTOMER][NEUTRAL] OK, the email is gonna be uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Got you. OK, I'm sending it over.
[CUSTOMER][NEUTRAL] Has the renewal for this been completed or no? No, right?
[AGENT][NEUTRAL] Uh, let me, give me just a second, let me look and see if it's complete.
[AGENT][NEUTRAL] 22898.
[AGENT][NEUTRAL] Uh, no, it has not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just checking one thing before I hit send, give me just a second, OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, I just hit send.
[CUSTOMER][NEGATIVE] Yeah, the renewal letter nowadays looks a little funky. It doesn't look like it's supposed to. I don't know why it doesn't have rates and stuff inside of it like it like it used to.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] On the bottom, it doesn't show you your current rate plan one.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Not the the the renewal letter. open it up, you'll see what I'm saying.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Yeah, OK, let me, I see that it does have rates, so give me just a second, let me see.
[CUSTOMER][NEUTRAL] Maybe the one that I got previously didn't.
[AGENT][NEUTRAL] Um, I can resend it, but the one that I sent does have rates, so let me put it back in a.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I just sent it again.
[CUSTOMER][NEUTRAL] OK, bear with me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, that's uh this is.
[CUSTOMER][NEUTRAL] Question, uh, how many employees are currently active right now?
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 33.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no, that's all.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, I think you're looking at total members but not employees.
[CUSTOMER][NEUTRAL] Makes sense what I'm saying?
[AGENT][NEUTRAL] Uh, yeah, that's just OK.
[AGENT][NEUTRAL] 16 for medlink.
[CUSTOMER][POSITIVE] Right, so there you go, so 16 is what they have. That sounds better.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, bear with me a moment. Thank you for your patience. We're almost done.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] We're almost done. OK, so this one is.
[CUSTOMER][NEUTRAL] OK, so it's going to 8,0004. OK, so it's going to 8000.
[CUSTOMER][NEUTRAL] And 4000.
[CUSTOMER][NEUTRAL] And you said 16 people perfect certified this is gonna be then no 1616.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 100%.
[CUSTOMER][NEUTRAL] Today is [PII].
[CUSTOMER][NEUTRAL] 2024. Alright, I'll send this renewal, this, this renewal in, OK?
[AGENT][POSITIVE] Perfect, yeah, of course.
[CUSTOMER][POSITIVE] All right, thank you so much for your patience. I appreciate it.
[AGENT][POSITIVE] Yeah, of course, I hope you have a good day.
[CUSTOMER][POSITIVE] Alright you too thanks bye bye.
[AGENT][POSITIVE] Thank you.