AccountId: 011433970860
ContactId: 370c7491-38e4-4606-b5d8-5eaa49959fb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279070 ms
Total Talk Time (AGENT): 52670 ms
Total Talk Time (CUSTOMER): 97891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/370c7491-38e4-4606-b5d8-5eaa49959fb1_20250617T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, uh, my name is [PII]. I'm calling from the, from the broker's office.
[CUSTOMER][NEUTRAL] Um, regarding, uh, group number 26015.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I have uh.
[CUSTOMER][NEUTRAL] I have a group. Well, the group is uh Archways Inc. I'm with Marsh and [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a way for me to pull their a benefit summary for the group?
[CUSTOMER][NEUTRAL] Via the via the portal? I don't think so, right?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, and when you say benefit summary, are you just kind of wanting that short page, um, brochure kind of thing, or are you wanting the 42 pager?
[CUSTOMER][NEUTRAL] Well, it's
[CUSTOMER][NEUTRAL] Well, it's, it's
[CUSTOMER][POSITIVE] Actually both. Both would be great, would be absolutely great, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find, let me see if I can find those for you.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Absolutely, and do you mind if I put you on a brief hold while I I search for those? OK, perfect.
[CUSTOMER][POSITIVE] No, no, go ahead. That's, yeah, go right ahead. Thank you.
[AGENT][NEUTRAL] Huh?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir, are you still there?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so I have um the master policy. I have the brochure but the brochure does not have the rates on it um so I can send you the proposal that has the rates on there if you would like as well.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] Well, no, I have, I have their actual, um, I have their actual renewal letter. I have the renewal, so I have the rates. I just need something that has, uh, you know, in case we have to market it for the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, you know, with the, the benefits, so yeah, just tell me what you have both, you know, summary and, and, and the cert or whatever you call it, the policy, you know, that has all the legalese and all the details and definitions that's perfect. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Yes, yes, absolutely, and what's a good email to send that to you?
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] It's um.
[CUSTOMER][NEUTRAL] Uh, [PII], I'll say it and then I'll spell it, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect I will send this over to you.
[CUSTOMER][POSITIVE] Perfect alright thank you so much I greatly appreciate it.
[AGENT][POSITIVE] Of course you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright you too bye.