AccountId: 011433970860
ContactId: 574e5676-03d1-453d-90e5-b461969ae8f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80319 ms
Total Talk Time (AGENT): 41748 ms
Total Talk Time (CUSTOMER): 31827 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/574e5676-03d1-453d-90e5-b461969ae8f9_20250326T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. I'm with Hub International Broker broker's office. I've got a question for you.
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you, sir. Um, can you please uh give me the um.
[AGENT][NEUTRAL] Email address for your broker's office, sir?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you sir I appreciate that. How can I help you today? You said you had some questions.
[CUSTOMER][NEUTRAL] Yeah, if, if a member enrolls.
[CUSTOMER][NEUTRAL] Uh, in the 18 to 54 category.
[CUSTOMER][NEUTRAL] And the next year they turn [PII], the rate doesn't change, correct?
[AGENT][NEUTRAL] Correct. It's gonna stay um the same age at the time of enrollment. The premium will remain the same as the time of enrollment.
[CUSTOMER][POSITIVE] OK great perfect thank you.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, sir. You're very welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, that's it. That's it.
[AGENT][POSITIVE] All right. Well, you have a blessed day and thanks for calling APL, sir.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome