AccountId: 011433970860
ContactId: 83dce4a2-db5e-4ff3-ba90-dc7c4d26a2fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449670 ms
Total Talk Time (AGENT): 88194 ms
Total Talk Time (CUSTOMER): 157991 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/83dce4a2-db5e-4ff3-ba90-dc7c4d26a2fb_20250515T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] For calling ATL.
[CUSTOMER][NEUTRAL] [PII] here in [PII]. How are you?
[AGENT][POSITIVE] Good, how are you doing?
[CUSTOMER][POSITIVE] Doing great. I've uh.
[CUSTOMER][POSITIVE] I've been an American public agent for a producer for a long time, but I haven't sold much lately with you guys because I'm not so much in the supplemental anymore, but I've got a need now so um I got a couple questions. One, I'm pretty sure I love y'all's uh the uh the cancer critical illness plan and I'm, I'm pretty sure the last update I've got.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] On those forms or that brochure is um is current but I was wondering is there like a product slick of some kind that you can send to me this is everything that APL offers as a supplemental program um and I predominantly work in small groups under 100 employees.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, I can check on that for you. Is there anything else that you needed? Because I'm gonna have to just put you on a brief hold and so I don't wanna, um, if there's other things. OK.
[CUSTOMER][NEUTRAL] Yeah I got you no.
[CUSTOMER][NEUTRAL] What's it thanks.
[AGENT][NEUTRAL] OK perfect let me put you on a brief hold then OK?
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] All [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][POSITIVE] I am yes.
[AGENT][NEUTRAL] OK, um, I was just seeing if some of our seniors on the team could help me with this, um, but they're all busy at the moment. I'm still new and and learning all this stuff so um can I send you an email or give you a call back with a response?
[CUSTOMER][NEUTRAL] They're
[CUSTOMER][NEUTRAL] You absolutely can and um well first of all, have you pulled me up? I mean, do you have my email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you said your last name was [PII]?
[CUSTOMER][NEUTRAL] Um, do you have your last name?
[CUSTOMER][NEUTRAL] Uh, [PII] without the T, just [PII], first name [PII].
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So, yes, um.
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And oh hold on a sec.
[AGENT][NEUTRAL] It says that your email is [PII].
[CUSTOMER][POSITIVE] Perfect, yeah, I just, I double sure since I've been with you guys so long I've had different emails but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I know this is gonna seem like a secret shopper training call, but it is. I did have another question, um, and I'll take a deeper dive too. I had a, uh, employer client with you guys by the name of JMF Solutions.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] And um they um they are young growing company, they didn't pay their bills, so.
[CUSTOMER][NEGATIVE] We ran a problem where the policies that were in there had to be canceled, so I had to rewrite them with someone else.
[CUSTOMER][NEUTRAL] Um, my question is that if I bring it back to you guys where you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I bring it back to you guys now that it's been.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Several months, um, so just respond on that too if you would.
[AGENT][NEUTRAL] Yes, absolutely, and so I just wanted to make sure I'm understanding your request, um, so that way you get your answer in time you're just kind of wanting like our our standard plans for 100 people and below, correct? for especially cancer.
[CUSTOMER][NEUTRAL] Absolutely and so I just
[CUSTOMER][NEUTRAL] That way
[CUSTOMER][NEUTRAL] Get
[CUSTOMER][NEUTRAL] Uh, correct, something like a one pager that you can show the employer. I, I always tell people when I do supplemental I do business with American Public Life because I have for a long time and I like y'all's products and I wanna show like a one page this is everything that they have and talk about them and narrow it down, but I think it's just gonna be the cancer and critical illness and I already have all the materials on that. I just wanna show them everything in case I'm not aware of something right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely, yeah, that makes sense.
[CUSTOMER][POSITIVE] Perfect. Hey, welcome aboard.
[AGENT][POSITIVE] Alrighty.
[AGENT][POSITIVE] Thank you so much. You have a great rest of your day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.