AccountId: 011433970860
ContactId: 49064d1a-115f-46b3-b5c3-a15dd6e86c67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232190 ms
Total Talk Time (AGENT): 60360 ms
Total Talk Time (CUSTOMER): 69163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/49064d1a-115f-46b3-b5c3-a15dd6e86c67_20250516T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII]. How are you doing today?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][POSITIVE] Um, happy as Friday, that's for sure.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] I think everyone gets excited for Friday.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But um I have Mr. [PII] calling from a group on the phone and he's inquiring about the levels of benefits offered for the group.
[AGENT][NEUTRAL] OK, so he's not a broker, he's a part of the group.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And he's just wanting to know about the level of benefits he they have.
[CUSTOMER][NEUTRAL] Yeah, because he, um, initially called about an insured, but he's no longer here. He was taken off the policy anyway, but he was saying that they saw that they had a level 2.
[CUSTOMER][NEUTRAL] Since um their policy or since the group became effective and he was wondering about the other levels or if there was any optional benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, I'm not sure.
[AGENT][NEUTRAL] Um, if I'm able to talk to them about that, let me, let me put you on hold, OK?
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Do you have the group number by chance?
[CUSTOMER][NEUTRAL] I do. It's 24856.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, it looks like their agent is um [PII]. I would have them reach out to them um just because if it's regarding sales, I don't think that we are able to talk to them about that, um, so I would recommend that they take uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would recommend that they, they reach out to [PII]. Do you have his contact information?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I see on the screen it shows a phone number and his email address. Is it OK to give them that information to contact them?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I would.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][POSITIVE] Awesome. Well, you have a great weekend, Ms. [PII].
[AGENT][NEUTRAL] You as well. Bye bye.