AccountId: 011433970860
ContactId: 4d708227-28ee-4e4f-b149-7aa546deb170
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157160 ms
Total Talk Time (AGENT): 39487 ms
Total Talk Time (CUSTOMER): 85493 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/4d708227-28ee-4e4f-b149-7aa546deb170_20250415T20:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] Oh, I'm good how are you?
[CUSTOMER][POSITIVE] Good, trying to fight the fight, [PII], that's it, you know.
[AGENT][NEUTRAL] You're always just doing the most over there.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] Well, there's only 3 people that work with me. That's me, myself, and I, and they're all losers, hey.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you guys all friends.
[CUSTOMER][NEUTRAL] Hey, can you, yeah, can you do me a favor looking across the ball for the PRD? It's 2491824918. It's called Ewing Heating and Air. I just wanna make sure.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Uh, that it's in neither $8150 with $400 on the outpatient or $7900 with $400. I just wanna make sure really it's with the outpatient benefit. I think it's $400.
[AGENT][NEUTRAL] As far as their um gap plan is that what you're asking?
[CUSTOMER][NEUTRAL] Yeah, summary, yeah, yeah, yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 7900 400 is that what you just said?
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Yeah, is it 7,900,400 or is it 8150 400?
[AGENT][NEUTRAL] Um, let me just verify rates, but I think.
[CUSTOMER][NEUTRAL] You know what, um, I probably could do the same thing and think about that because it's been a long day already.
[AGENT][NEUTRAL] Oh, you're fine. That's OK.
[CUSTOMER][NEUTRAL] Um, unless you can do a quick viewing and.
[AGENT][NEUTRAL] OK, maybe not that.
[AGENT][NEUTRAL] You can do it quicker?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Well, all I have to do is just download the report install you on the phone listening to my husky voice right now.
[AGENT][NEUTRAL] It's fine. Well, the.
[CUSTOMER][NEUTRAL] And then I'll have you beat.
[AGENT][NEGATIVE] Yeah, the one I just pulled that's not.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Because it is.
[CUSTOMER][POSITIVE] $65.97 for an individual and let me just see what I have $65.95 yeah I got it it's $81.50 with $400 yeah we're good. OK, sorry, yeah, yeah, OK, got it thanks. Alright, you'll be good bye you too bye.
[AGENT][NEUTRAL] You got it?
[AGENT][NEUTRAL] Yeah, I was gonna say I don't think it's only 900 because those don't match.
[AGENT][POSITIVE] OK, yeah, enjoy your day.
[AGENT][NEUTRAL] Bye.