AccountId: 011433970860
ContactId: 68eff510-134b-45f6-8952-f85d2217f366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514950 ms
Total Talk Time (AGENT): 154944 ms
Total Talk Time (CUSTOMER): 124608 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/68eff510-134b-45f6-8952-f85d2217f366_20250414T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from [PII]'s office. How are you doing?
[AGENT][NEUTRAL] I'm well, [PII] how are you?
[CUSTOMER][NEUTRAL] Good, hey, can you take a look at one of our groups and tell me if anything changed, um, as far as rates on their last renewal, uh, group number is 26121.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should be area wide council on aging.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on their [PII] or their upcoming renewal?
[CUSTOMER][NEUTRAL] No, the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I don't think anything did, but I just wanna confirm because.
[CUSTOMER][NEUTRAL] No, I, I have nothing like what they say it just has the blank renewal form and a letter.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] If you could send me a copy of the last renewal that actually had the rates, that'd be great.
[CUSTOMER][NEUTRAL] And they should have 2 plans. There should be a plan 1 and a plan 2.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I mean, I see like I have a proposal that I'm looking at and it's just showing the rates that they're currently enrolled in right now so like $18.89 for employee only $39 60s for employee spouse.
[AGENT][NEUTRAL] Does that sound correct? Like does that sound?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you just need like a.
[CUSTOMER][NEUTRAL] So you don't see that anything changed from [PII]. OK, do you have a copy of that renewal with those rates?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Because I have the letter.
[CUSTOMER][NEUTRAL] Dated [PII], but it's just page one.
[AGENT][NEUTRAL] Does the letter not show?
[CUSTOMER][NEGATIVE] Well, that's what I mean it's just page one then there's nothing else in it like there's no rates, no nothing. I'm like, well, this doesn't tell me anything.
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] Yeah, that's weird because you should be able to scroll down and it's like maybe sometimes for sure 2 pages, sometimes 3 pages, but it does have the rates on the Medli letter.
[CUSTOMER][NEUTRAL] Yeah, that's what I mean so however it maybe it got saved incorrectly, but it's just literally the cover sheet of the letter.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me go back one more time.
[AGENT][NEUTRAL] Meddling December area.
[AGENT][NEUTRAL] Oh yeah, that's weird, sure enough that's.
[AGENT][NEUTRAL] On mine too, it only shows the just the one.
[CUSTOMER][NEUTRAL] Just the first page?
[AGENT][NEUTRAL] Yeah, go back to [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so at least it didn't get saved wrong I guess it got sent wrong. That's good to know.
[AGENT][NEGATIVE] Yeah, I just got sent wrong, it looks like.
[AGENT][NEUTRAL] Um, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if I can find um I should be able to send you a brochure.
[CUSTOMER][NEUTRAL] Will it have both plans in it, thank you.
[AGENT][NEUTRAL] Yeah, it should.
[AGENT][NEUTRAL] I'll, I'll double check, but yes, it should.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, come on, why are we not making this easy for me to find?
[AGENT][NEUTRAL] See what this is.
[AGENT][NEUTRAL] OK, there's 1889.
[AGENT][NEUTRAL] And then I think this plan too should have the.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Um, what's your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I should say [PII].
[AGENT][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] Cal [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just sent it to you. Tell me if you've got it.
[AGENT][NEUTRAL] Or when you get it.
[CUSTOMER][NEUTRAL] Oops
[AGENT][NEGATIVE] Well, you're not gonna get it because I.
[AGENT][NEUTRAL] Instant I didn't.
[AGENT][NEUTRAL] Oh, it's a Monday. OK, hold on.
[AGENT][NEUTRAL] Hello way at
[AGENT][NEUTRAL] [PII] uh
[AGENT][NEUTRAL] So yeah.
[AGENT][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII] and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my gosh, they went forward do the attachments. Good lord, I'm sorry.
[AGENT][NEUTRAL] Like, what is going on today?
[CUSTOMER][NEUTRAL] One of those days, huh?
[AGENT][NEUTRAL] I guess and it only literally just started with this phone call.
[AGENT][NEUTRAL] I've been pretty successful today, so I don't know what happened.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] OK, 3rd time's a charm, hopefully.
[AGENT][NEUTRAL] So sorry.
[CUSTOMER][POSITIVE] Oh goodness is the email went through, so.
[AGENT][POSITIVE] Well, that's good.
[AGENT][NEUTRAL] With the attachments hopefully.
[CUSTOMER][NEGATIVE] No, unfortunately.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][POSITIVE] That's too funny.
[AGENT][NEUTRAL] OK, I, I did resend one that had.
[AGENT][NEUTRAL] The brochures attached, so hopefully that's coming next.
[CUSTOMER][POSITIVE] Yes, got it.
[AGENT][POSITIVE] Perfect. Sorry about that.
[CUSTOMER][NEUTRAL] That's OK. I've done it myself many times.
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] Oh my goodness. Well, anything else?
[CUSTOMER][NEUTRAL] Nope, that was it. I just wanted to confirm that the rates didn't change so that I can.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Update our system so.
[AGENT][NEUTRAL] Of course, yeah.
[CUSTOMER][POSITIVE] Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] Yeah, I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Bye, thank you.