AccountId: 011433970860
ContactId: 580475bf-fa65-4fe6-b731-41191bd2afaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166110 ms
Total Talk Time (AGENT): 75191 ms
Total Talk Time (CUSTOMER): 64342 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/580475bf-fa65-4fe6-b731-41191bd2afaa_20250115T17:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good today [PII] what's going on?
[CUSTOMER][NEUTRAL] Um, I have a group admin on the other line. They are needing, uh, like brochures of their, uh, policy to help explain to the employees.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] It's group number 13275.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] And this is the ideal company?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, send her our way.
[CUSTOMER][NEUTRAL] Alrighty hold on one moment.
[CUSTOMER][NEUTRAL] And you said your name is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Yes, thank you so much for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. um I understand you need like a, uh, brochure for the product that you, your group has, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah just to get some information on the coverage and the process like if there's a claim or whatever just to.
[AGENT][NEUTRAL] Sure, not a problem. Um, I can make sure, uh, I'll have to see if we have one available, and if we don't have one like readily available, we can get one made. Um, that is your email, is it, uh, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, what I'll do is I will put the request in for a brochure and as soon as we, uh, have it ready, we will send it your way.
[CUSTOMER][POSITIVE] OK, that sounds great.
[AGENT][NEUTRAL] Oh, not a problem. Now I do wanna know, do you need rates on there or do you not want the employees to rates?
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I think I'm, I think I've got a good breakdown of the rates and they know what they owe so that's really not necessary it's just more so like the coverages and how it works and what's covered and.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Not a problem. I will put this in um this afternoon and uh hopefully we can get it to you ASAP probably maybe tomorrow.
[AGENT][NEUTRAL] Would that be OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Perfect, uh, anything else I can help with in the meantime?
[CUSTOMER][NEUTRAL] Um, I think that was all today.
[AGENT][POSITIVE] OK perfect well we'll get to working on this and send it to you as soon as we can.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Thanks [PII] and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.