AccountId: 011433970860
ContactId: 7476b235-d095-4f47-a62f-df237d9c62a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346160 ms
Total Talk Time (AGENT): 74732 ms
Total Talk Time (CUSTOMER): 110577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/7476b235-d095-4f47-a62f-df237d9c62a3_20250116T19:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you doing today?
[AGENT][NEUTRAL] I'm fine [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. I have [PII] with Fortune Insurance on the line.
[CUSTOMER][NEUTRAL] She is wanting to know if they can get.
[CUSTOMER][NEUTRAL] And if it's some summary packets for some of their groups.
[AGENT][NEUTRAL] And what is her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]? OK.
[CUSTOMER][NEUTRAL] Yeah, I've got a callback number if you need that.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Uh, yeah, that'd be great.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, go ahead and put her through.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Have a wonderful day. Mhm.
[AGENT][NEUTRAL] Uh-huh, you too.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was calling for something pretty simple. I was needing a copy of the benefits summary for the gap plan that's in place for our client Olympia Plumbing.
[CUSTOMER][NEUTRAL] The group number is 21689.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 21689. Just a moment, [PII].
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Well, I'm not seeing anything in the last few years.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] I was looking to see if there'd been an updated brochure, but I'm not seeing that there was one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see what we have.
[CUSTOMER][NEUTRAL] Yeah, and it, um.
[CUSTOMER][NEUTRAL] I was looking through my files and the only like version I have is the one with the with the rates but I need one for the employees.
[AGENT][NEUTRAL] Yeah, I've got a brochure from [PII].
[AGENT][NEUTRAL] Has their plan changed at all since then?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, I, and that's why I'm concerned. I don't know.
[CUSTOMER][NEUTRAL] Um, I know that there, there may have been an adjustment.
[CUSTOMER][NEUTRAL] I have to go back to all my emails and my communications with [PII], our sales rep.
[AGENT][NEUTRAL] Yeah, let me, let me check real quick, just a minute.
[CUSTOMER][NEUTRAL] Um, to figure it out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like right now this is the same.
[AGENT][NEUTRAL] If there's any action.
[AGENT][NEUTRAL] On their renewal.
[CUSTOMER][NEUTRAL] Co
[CUSTOMER][NEUTRAL] Her calendar date office treatment writer, yes, uh uh uh uh um.
[AGENT][NEUTRAL] OK, it does not look like there's any rate action, so I can send what they had in [PII], which is the same.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's, it's got the rates on there. um, what, what's a good email address for you, [PII]?
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] Um, I'm again, I'm with the broker's office um Fortune Insurance. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, you should have it. Let me draft out the email and then I will send these over to you, OK?
[CUSTOMER][POSITIVE] All right, awesome. Thank you so much. I appreciate your help. I hope you have a great rest of your day.
[AGENT][POSITIVE] Oh, you too, [PII], thanks so much for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.