AccountId: 011433970860
ContactId: 6bf4d78a-ccb4-4098-9e49-0df0de395958
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196460 ms
Total Talk Time (AGENT): 49533 ms
Total Talk Time (CUSTOMER): 55949 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/6bf4d78a-ccb4-4098-9e49-0df0de395958_20250312T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I work with Southeast Insurance Group in [PII], and we have a new group that is doing the Medli product with APL, and I didn't know if you would be able to help me with, uh, one of the forms that's needed to to submit the group, the uh new business transmittal form one.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Is that still necessary? And 2, can you help me fill that out or do I need to be transferred to like the sales department?
[AGENT][NEUTRAL] Well this is the sales department. I've not actually filled one of those out, so hold on just a second and let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We can help you with that. Bear with me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What type of products are is it is it from Medlink you said?
[CUSTOMER][NEUTRAL] Mhm, it is.
[CUSTOMER][POSITIVE] If somebody needs to give me a call back, that's totally fine. Whatever y'all need to do.
[AGENT][NEUTRAL] That's OK. I'll just see if someone's available. Give me just a second.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Somebody's typing, sorry, give me just a second.
[CUSTOMER][POSITIVE] No problem, I appreciate your help.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Uh, [PII]'s gonna help you. Give me just one second. OK, I'm sending her over. Yeah, one second, it to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll look up her phone number so I can transfer you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, here we go.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning [PII]. This is [PII]. Oh hi.
[AGENT][NEUTRAL] It's me.
[AGENT][NEUTRAL] I'm gonna pull her on. You ready?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, she didn't give me the group number or anything. Sorry, I was just like, if she needed to help. OK, here we go.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] [PII], I've got [PII] on the line and she's gonna help you, OK?
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Thank you. Have a great day.
[CUSTOMER][NEUTRAL] You too.