AccountId: 011433970860
ContactId: 648b610b-0b01-49b8-b35c-2313ff7323ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239229 ms
Total Talk Time (AGENT): 36839 ms
Total Talk Time (CUSTOMER): 55523 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/648b610b-0b01-49b8-b35c-2313ff7323ad_20250317T20:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi, good afternoon. I need some help getting a copy of like the benefits either like the sheet where it shows what's included under my group's plan. I don't know if that's something you might be able to help me with.
[AGENT][NEUTRAL] Yeah, are you looking for maybe the master policy?
[CUSTOMER][NEUTRAL] Not the master policy, it's something like simple. I know that we got it at one point when we wrote the group, um, that they can pass out to the employees.
[AGENT][NEUTRAL] Maybe just like a brochure kind of thing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, um, what was the group that you were interested in?
[CUSTOMER][NEUTRAL] OK, it's Helm Bank USA and the group number.
[CUSTOMER][NEUTRAL] It's 25793.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And um [PII], who are you with?
[CUSTOMER][NEUTRAL] Insurance consulting group or the broker.
[AGENT][NEUTRAL] OK perfect um and let me put you on a brief hold real quick, um, while I take a look at that, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, perfect. I was able to find those brochures. um, what would be a good email address to forward those to you at?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] insurance the whole word then the letter [PII].
[AGENT][POSITIVE] OK perfect I will send those over here shortly.
[CUSTOMER][POSITIVE] OK perfect thank you so much thanks take care bye bye.
[AGENT][POSITIVE] Thank you. Alrighty, bye bye.