AccountId: 011433970860
ContactId: 6ba38617-a905-403d-9ec7-cde208e4eff2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130160 ms
Total Talk Time (AGENT): 46081 ms
Total Talk Time (CUSTOMER): 73538 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/6ba38617-a905-403d-9ec7-cde208e4eff2_20250519T12:54_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII].
[CUSTOMER][NEUTRAL] Hi, um, I, uh, I'm calling from a broker's office in reference to our client, uh, I'm sorry, Locatel USA. The group number is 17278. My name is [PII] and um the broker's office is for quotes insurance underwriters. Um, I believe our client is on a older.
[CUSTOMER][NEUTRAL] Uh, type of plan design that's not available anymore, um, but I don't have a benefit summary for it and I wanted to know if, uh, you all could send it to me please because I need to understand the coverage that they currently have in place.
[AGENT][NEUTRAL] Um, so let's see, um, I can send it to either.
[AGENT][NEUTRAL] Uh, [PII] or I can send it to uh [PII].
[CUSTOMER][POSITIVE] Um, if you could please send it to [PII]. He's the, the producer, the main, my boss, so if you could send it to him, that would be fantastic.
[AGENT][NEUTRAL] And you just need an outline of the med link for that just shows you like the convergence, OK.
[CUSTOMER][NEUTRAL] Yep, that's all, yeah, just the the plan design.
[AGENT][POSITIVE] OK, perfect. I can send that to [PII].
[CUSTOMER][NEUTRAL] I, I, I'm just the assistant. You wouldn't be able to send it to me.
[AGENT][NEUTRAL] Um, the only way is if he sent me an email saying it was OK to email it to you.
[CUSTOMER][NEUTRAL] OK, just send it to him. I'll have him forward it to me.
[AGENT][POSITIVE] Thank you so much and in the future you can just have him like send an email to add you as a man and then we can just always add send emails to you directly.
[CUSTOMER][POSITIVE] OK, I mean that's weird because I every time I call you guys always work with me directly, but I, I'll have them do that that's not a problem.
[AGENT][NEUTRAL] So, I'm gonna send it to the email that says [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, that's fine. That goes to that goes to him.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Alright thank you so much I appreciate your call alright bye.
[AGENT][POSITIVE] You have a great day.