AccountId: 011433970860
ContactId: 3609e689-78d1-404c-9f4e-33cf61988c1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245570 ms
Total Talk Time (AGENT): 141561 ms
Total Talk Time (CUSTOMER): 45587 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/3609e689-78d1-404c-9f4e-33cf61988c1f_20250401T19:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am calling to inquire. I don't have a plan, but I'm interested in learning about APL, um.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so you're, you do not have a policy with APL?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] But your employer does business with us and you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Potentially wanting to find out about enrolling.
[CUSTOMER][POSITIVE] Exactly, yeah.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I will be able to help you as far as in directing you to who you would need to speak to regarding the different plan options available to your specific group um who am I speaking with please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] OK, [PII], thank you. And what's a good call back number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And then do you um
[AGENT][NEUTRAL] What is the name of the company that you work for so that I can look up the group's information.
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] New Direction fertility Centers.
[AGENT][NEUTRAL] Alright, give me just one moment please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I can provide you now you can reach out to your HR department also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would start there first. I can also provide you with the agent's name who works with your group.
[AGENT][NEUTRAL] But I would start with your HR department first. Um, we show the agent of records.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, it looks like it's so good.
[AGENT][NEUTRAL] Uh, I'm so sorry. What were you about to say? I didn't mean to over talk you.
[CUSTOMER][NEUTRAL] It was just his name [PII], I believe.
[AGENT][NEUTRAL] Um, actually,
[AGENT][NEUTRAL] That's not who I show. Um, the agent of record that we show is [PII] or [PII], the, I don't not sure how she pronounce it. [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her contact number that's listed is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she would be able to go over the different offerings for your particular company, you know, your organization.
[CUSTOMER][NEUTRAL] OK, does that vary, like the plans?
[AGENT][NEUTRAL] Yes, it does. It's based on, you know, um, several different factors. So, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's not something that you have access to.
[AGENT][POSITIVE] No worries sir.
[CUSTOMER][POSITIVE] OK awesome well thank you for connecting me.
[AGENT][NEUTRAL] Well, you are certainly so welcome. Is there anything else? And then the contact that we have for your group as far as the primary contact is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know her?
[CUSTOMER][NEUTRAL] I do, yep.
[AGENT][NEUTRAL] OK, so yes, um, you may want to reach out to her and then you know, you could also reach out to [PII].
[CUSTOMER][POSITIVE] Awesome all right thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and is there anything else, [PII], I could help you with today?
[CUSTOMER][POSITIVE] No, that's all. I hope you have a great day. We'll talk soon bye bye.
[AGENT][POSITIVE] OK. Well, you have a great day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm. Bye-bye.