AccountId: 011433970860
ContactId: 7da7d444-2ba4-48cd-83fd-60c7f42d658e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211649 ms
Total Talk Time (AGENT): 41284 ms
Total Talk Time (CUSTOMER): 46558 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/7da7d444-2ba4-48cd-83fd-60c7f42d658e_20250423T12:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. Uh, [PII], this is [PII]. Hi, um, we just renewed, uh, for [PII]. I just sent you in the, uh, group renewal form yesterday.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] For them and our distributors.
[CUSTOMER][NEUTRAL] And they asked me for a plan summary description. It's 2592525925.
[AGENT][NEUTRAL] OK, just a second, [PII].
[CUSTOMER][POSITIVE] I just wanted to get something we can give to the employees.
[CUSTOMER][NEUTRAL] I think it's a 24.
[AGENT][NEUTRAL] Let's see what we've got.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Nothing changed on their plan.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They renewed that as a.
[AGENT][NEUTRAL] So they've got a 4000, 2000 outpatient.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a peek at something else and I can send these over to you.
[AGENT][NEUTRAL] Mm, they had a rate increase, it looks like.
[CUSTOMER][NEUTRAL] Yeah, I think so.
[AGENT][NEUTRAL] OK, I'll have to get uh the brochures updated with the new rates so um as soon as we get those we can send them over, OK?
[CUSTOMER][NEUTRAL] Can you send me the one without the rates in the meantime?
[AGENT][NEUTRAL] It's got rates on it. It's got the old rates.
[CUSTOMER][NEUTRAL] Oh, alright, well, you know, send me that and then when you get the new rate, when would that be by tomorrow I could have the new rates?
[AGENT][POSITIVE] I can certainly try and push it uh to see if we can get it tomorrow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alrighty good thank you much.
[AGENT][NEUTRAL] All right, all right, uh-huh, bye bye.
[CUSTOMER][POSITIVE] Have a good day thank you bye bye.
[AGENT][NEUTRAL] You too bye.