AccountId: 011433970860
ContactId: 74b67d16-5ab2-468c-a4a3-ae3fd76e6e94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85910 ms
Total Talk Time (AGENT): 42430 ms
Total Talk Time (CUSTOMER): 53780 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/74b67d16-5ab2-468c-a4a3-ae3fd76e6e94_20250116T22:46_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], good afternoon. [PII], one of my group's Integra Solutions asked because we're coming up to their renewal for [PII], asked if if there's any type of utilization report that APL has available that shows, you know, how much utilization a group had over this past year, is there anything available?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have anything like I don't think we have much on that. Like what I would have to do is ask underwriting to see if that's something that um we can provide. I know I've asked before in some other groups and generally we don't have that information available, but I can ask and see.
[CUSTOMER][NEUTRAL] Please for Integra Solutions.
[AGENT][NEUTRAL] Uh huh, OK, yeah, let me, um, send a request over to underwriting so you just wanna utilization report for was it for last year or OK.
[CUSTOMER][NEUTRAL] Yes, for the, for the last, you know, for the last plan year they, they actually renewed with you guys 111 of 24, and they had to run a 15 month contract. So they're, no excuse me, 121 of 24, and their health insurance now renews [PII].
[AGENT][NEUTRAL] OK, that's fine yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Makes sense, yeah, absolutely. OK.
[CUSTOMER][NEUTRAL] Yeah, just to see what else, what else they might have as far as the utilization report just to say hey this is the kind of this is the kind of value we got out of out of it this is what we utilize right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Exactly. Yeah, I will ask and I will let you know, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you much, I appreciate it.
[AGENT][POSITIVE] Thanks. Have a good day. Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye you too bye bye.