AccountId: 011433970860
ContactId: 44c31885-9542-407a-ac36-f70e2387fc6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112720 ms
Total Talk Time (AGENT): 52197 ms
Total Talk Time (CUSTOMER): 64201 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/44c31885-9542-407a-ac36-f70e2387fc6f_20250207T16:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] at uh care team. How are you?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] It's Friday.
[AGENT][POSITIVE] Yes, girl, please. Oh [PII].
[AGENT][NEUTRAL] Like, finally Friday. Same girl.
[CUSTOMER][POSITIVE] I am so happy it's Friday. Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I have an insured on the phone or I guess you could say a potential insured, and he's with Melody Medley Logistics and I couldn't find him in the system. I don't know if it was a new group or not.
[AGENT][NEUTRAL] What's going on?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, but he is an insured though?
[CUSTOMER][NEUTRAL] And he
[CUSTOMER][NEUTRAL] Yeah, and he was wanting to, well, he was saying he was wanting rates, but he said he only gave them base amount and he wasn't sure how that worked but I was wanted to double check if the group is in the system and probably tell me he would just need to contact his employer.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, what's the group called?
[CUSTOMER][NEUTRAL] Medley Logistics.
[AGENT][NEUTRAL] Uh, do you know where, if they're out of [PII] or where they're out of?
[CUSTOMER][NEUTRAL] Now,
[AGENT][NEUTRAL] It's OK. I have a Medley Block Industries Corp, but I don't, that's the only Medley I see, and they've been here since [PII], so I doubt that that's them.
[CUSTOMER][NEUTRAL] OK. Well, yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm it's like I've well it's not anything but
[AGENT][NEUTRAL] Yeah. Mm mm.
[AGENT][NEUTRAL] Well, regardless, like if he's an insured, he needs to, he needs to work with his um his HR like he needs to work with his, his, uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Like his employer anyway.
[CUSTOMER][POSITIVE] That's what I was thinking, but I just wanted to double check and see if there was a group, but yeah. Oh, thank you so much, Ms. [PII], and you have a great weekend.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, for sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][POSITIVE] You too. Enjoy.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye