AccountId: 011433970860
ContactId: 4f205f79-575d-4928-9da0-2fb206004f1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105279 ms
Total Talk Time (AGENT): 53024 ms
Total Talk Time (CUSTOMER): 53065 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/4f205f79-575d-4928-9da0-2fb206004f1f_20250114T21:05_UTC.wav
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[CUSTOMER][NEUTRAL] For checking.
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from 2 sales.
[CUSTOMER][NEUTRAL] I am calling regarding our uh group policy there's um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] An employees spouse on the APR plan that should not be how do I handle that?
[AGENT][POSITIVE] OK, yeah, absolutely, I'd love to help you with that, Ms. [PII], and do you have your group uh number handy?
[CUSTOMER][NEUTRAL] Mm, where would I find that group number 25744.
[AGENT][POSITIVE] 4, perfect. Thank you. One second.
[CUSTOMER][NEUTRAL] And [PII] is the name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Oh I OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] tight with me, would you be able to verify for me, pretty please, um, the.
[CUSTOMER][NEUTRAL] Policy number for the person?
[AGENT][NEUTRAL] Address and
[AGENT][NEUTRAL] Um, just the address and the phone number for the group, mhm.
[CUSTOMER][NEUTRAL] Oh, for the office?
[CUSTOMER][NEUTRAL] OK, it's 2 Tas [PII].
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] It's [PII], but the paper says [PII], so.
[AGENT][NEUTRAL] No, that's OK and are you calling and I just wanna make sure, are you calling with the uh broker agent office or from the company itself?
[CUSTOMER][NEUTRAL] I'm calling from the company itself.
[AGENT][NEUTRAL] From the company itself, OK, um, so unfortunately the contact I have on here is [PII] and he would be the only person I'd be able to speak to about the employees on this contact on this group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, this, this person is not even an employee, it's an employee spouse, but it's OK. I will let him know and then he'll give you a call back to take care of it then.
[AGENT][POSITIVE] Perfect thank you so much. I'm sorry miss [PII] but I hope you have such a wonderful day.
[CUSTOMER][POSITIVE] No worries, thank you, you do the same bye bye.
[AGENT][POSITIVE] All right, my pleasure you too bye bye.