AccountId: 011433970860
ContactId: 54c31629-83d1-41c4-a763-1238ee2a79fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601000 ms
Total Talk Time (AGENT): 193327 ms
Total Talk Time (CUSTOMER): 213425 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/54c31629-83d1-41c4-a763-1238ee2a79fc_20250311T17:52_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, how are you?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Can you look up a group of mine uh by the name of City of [PII] Omni? I'm looking for you to give me some rates.
[AGENT][NEUTRAL] I'll have
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Um, I can try because I don't really rate, but let's see, um.
[CUSTOMER][NEUTRAL] Well I mean you you guys you guys are in sales, right?
[AGENT][NEUTRAL] Yes and no, but we, we have a couple of show plans where we typically don't just quote over the phone. So what's the first name?
[CUSTOMER][NEUTRAL] Well, you're not, you're not, this is, this is for quoting an existing group. This is not, this is, we're not quoting a new group.
[AGENT][NEUTRAL] Right, and usually that goes through underwriting. I don't usually just quote over the phone.
[AGENT][NEUTRAL] What's the group name?
[CUSTOMER][NEUTRAL] All right, let me, let me, let me, let me, let me start over. Uh, this is a group that's already in force, live and active. They've already gone through underwriting for the renewal, and they're already effective for their benefits. I'm just trying to confirm what the rates are.
[AGENT][NEUTRAL] What is the name?
[AGENT][NEUTRAL] What is the group name?
[CUSTOMER][NEUTRAL] The group name is City of [PII].
[CUSTOMER][NEUTRAL] And the group number is gonna be 21806.
[AGENT][NEUTRAL] OK, and what was the product that you ordered?
[CUSTOMER][NEUTRAL] Um, I need it for both the accident and it's the accident and the med link and I need it for an employee and child rate under 54.
[AGENT][NEUTRAL] A milink
[CUSTOMER][NEUTRAL] I'm sorry, are you there with me?
[AGENT][NEUTRAL] Yes, I'm just pulling up your tracker folder so I can see your plan proposals.
[CUSTOMER][NEUTRAL] Am I on mute?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] All right, so I got your accident policy you said you were.
[CUSTOMER][NEUTRAL] I'm sorry, was I was asking a question earlier. Was I on mute?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Probably, yes.
[CUSTOMER][NEGATIVE] OK, but uh but as I was speaking, you, could you, you could have told me that you're gonna put me on mute. I, I just I'm talking to myself.
[AGENT][NEUTRAL] Well, mute just means you can't hear me, but I can hear you, so I'm apologize if we were talking because I didn't hear anything.
[CUSTOMER][NEGATIVE] I, I, I know, but if you can hear me, if you can hear me, then, then if I'm asking, did you put me on mute, can you acknowledge to me? Because I mean, I was literally about to hang up.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. What was your question? I'm sorry.
[CUSTOMER][NEUTRAL] OK. My, my question is, on the accident plan, uh, for an employee and child, what is the rate?
[AGENT][NEUTRAL] Uh, for your current accident plan for an employee and child is $38.
[CUSTOMER][NEUTRAL] It's $30 even?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then what is the rate for employee and child 54 and under for the for the meddling?
[AGENT][NEUTRAL] OK. Let me go pull that brochure and I'm gonna put you on mute, which means I can still hear you, but you can't hear me.
[CUSTOMER][NEUTRAL] But what is the reason to put me on mute if we're engaging in conversation? I, I don't, I don't, I'm not understanding that.
[AGENT][NEUTRAL] Um, because while I'm looking in the folder, I didn't know you wanted to hear me breathe, so I muted it.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, um, I guess, yeah, um, hearing you breathe is part of, I, I, I don't know. I guess, I guess that's, I mean, I could have any other, you know, any other question that could come up in the interim while you're looking for the information that I could ask. I could ask you how you, I could, I could, well, I mean, if I ask you how your day is doing, trying to build a relationship with you.
[AGENT][NEUTRAL] Alright, and I can still hear you. Mute just means that you can't hear me.
[AGENT][NEUTRAL] Then I can unmute it I can talk.
[CUSTOMER][NEUTRAL] All right, let's agree to disagree, but if for the remainder of the conversation that we will have, if you cannot place me on mute, that would be phenomenal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Have I, have I spoken with you before?
[AGENT][NEUTRAL] Uh, I don't recall.
[AGENT][NEUTRAL] OK, so I have your policy pulled up for me and what was
[CUSTOMER][NEUTRAL] You don't recall.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry. Wait, wait, wait, wait, hold on. I'm asking a couple of questions. Have I spoken to you before?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't recall.
[CUSTOMER][POSITIVE] Awesome. OK, do you work in a call center amongst other people?
[AGENT][NEGATIVE] Um, no, it's not really a call center. We just take phone calls for brokers, so, but they do have a call center. It's the customer service line, but right now you're talking to broken line.
[CUSTOMER][NEGATIVE] Perfect, because I, because I am a broker and obviously I need, I need, I need service, I need help, I'm asking questions. um I just, I don't understand why I feel that if I'm calling and I'm asking for this information, why it's like it's like if I'm doing something wrong.
[AGENT][NEUTRAL] So yeah, yeah.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] Materials, plan information. I'm not really sure. I only put you on mute because I was talking in the background, and I didn't want you to hear that, but I apologize if me putting you on mute made you feel like I was, you wasn't welcome, but that is definitely not what I put you on mute for. I just didn't know you would need to, so you're gonna be talking to a senior to ask them certain questions.
[CUSTOMER][NEUTRAL] Am I, am I not allowed to ask?
[CUSTOMER][NEGATIVE] I mean, listen, but, but listen to your res but listen to your response. Your response was, you know, I, I'm not here to listen to you breathe. I mean, how am I supposed to build, build a relationship with you or with anybody else in that department? Um, I rarely call in, but when I do, I don't wanna make, make myself feel like if I'm doing something wrong. Like, you know, I'm calling in for help. I'm I'm, I'm calling in for information, I need it. I, I, I, I mean, I should not feel any other way.
[AGENT][POSITIVE] Very, very good.
[AGENT][POSITIVE] And and that [PII] has been helping. OK, so I am new and whenever we get a phone call and we have questions we're just close to muted so that way you don't hear me asking questions in the background. So I'm sorry that you feel this way. I just, I have the information that you need, so I'm.
[CUSTOMER][NEUTRAL] OK. What is, what is that magical rate?
[AGENT][NEUTRAL] There's several. So are you talking about employee, employee and spouse, employee children, family, [PII] and older.
[CUSTOMER][NEUTRAL] I, I said that, I said that earlier, I said employing children under age [PII].
[AGENT][NEUTRAL] 27525.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 27525. OK, and this is the effective rate for as of [PII], right?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] For sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And what is the, the amount for?
[AGENT][NEUTRAL] You said what is the amount for? Yeah, for sure, the married. Like what amount I just gave you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, like the gap plan that they have, the meddling that they have is for what it
[AGENT][NEUTRAL] It's for employee plus children under [PII] for midli select.
[CUSTOMER][NEGATIVE] No, no, no, no, no, no.
[CUSTOMER][NEUTRAL] Right, for what product, the amount, the bucket of money that they're buying is for how much?
[AGENT][NEUTRAL] Yeah, and so just to kind of get an understanding of how it's a $500. So yeah, so I think.
[CUSTOMER][POSITIVE] $7500. OK. Awesome. Thank you. Good luck with your training.