AccountId: 011433970860
ContactId: 4614d065-91e4-46d3-b80c-e0f7b166e73f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164000 ms
Total Talk Time (AGENT): 57991 ms
Total Talk Time (CUSTOMER): 81015 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/4614d065-91e4-46d3-b80c-e0f7b166e73f_20250519T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got Miss [PII] on the phone. She is calling from the broker's office for quotes. She's calling about group number 17278.
[CUSTOMER][NEGATIVE] And she is asking about plan designs for the group. She said that somebody was supposed to send them to her, but she hasn't received anything as of yet.
[AGENT][NEUTRAL] And she is the broker's team?
[CUSTOMER][NEUTRAL] Yeah she's on the broker's team she verified the group and the agent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um what was her name?
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] [PII]. OK. Um.
[AGENT][NEUTRAL] And she was looking for some quotes.
[CUSTOMER][NEUTRAL] Yes, she said she was calling about plan designs that's what she called it plan designs.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Alrighty, yeah, if you wanna pass her along to me, I can have a chat with her.
[CUSTOMER][POSITIVE] OK, thank you [PII] you have a good week bye bye ma'am.
[AGENT][NEUTRAL] Yeah, you as well.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the broker resources team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing pretty good how are you?
[AGENT][POSITIVE] I'm doing good thank you um I see that you are calling in regards to group 17278, is that correct?
[CUSTOMER][NEUTRAL] Yep, Locao USA.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect and you were just wanting to get some plan designs, is that still correct?
[CUSTOMER][NEUTRAL] Yeah, for their for their specifically for the plan that they have in place.
[AGENT][NEUTRAL] OK. And um were you wanting to change it? Were you wanting to add to it? um what were you looking to do?
[CUSTOMER][NEUTRAL] Uh, no, just, um, we're working on their, you know what? I actually, I have it, so I don't need it.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] I, I didn't realize that we had it like in a in a older file, but um I appreciate your help thank you have a, have a nice day bye alright bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. You too, bye bye.