AccountId: 011433970860
ContactId: 85f31b7f-ecf7-49c4-a186-327aa5fca50d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148639 ms
Total Talk Time (AGENT): 57395 ms
Total Talk Time (CUSTOMER): 59218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/85f31b7f-ecf7-49c4-a186-327aa5fca50d_20250116T19:33_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Fortune Insurance. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing pretty good, thank you for asking. Um, I was calling to see if it's possible to get benefit summaries for our client that has gap coverage in place. I'm not sure if I um pressed the correct prompt.
[AGENT][NEUTRAL] OK, what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this for the group or for?
[AGENT][NEUTRAL] Individuals
[CUSTOMER][NEUTRAL] Um, well, it's, it's for an employer. They have a gap plan in place, so it would be a benefit summary for the gap plan that's in place for the company for all the employees.
[AGENT][NEUTRAL] OK, [PII], let me get you to our broker resource department and they can assist you further. Would that be OK?
[CUSTOMER][POSITIVE] Of course. Thank you so much.
[AGENT][POSITIVE] Thank you. I hope you have a wonderful afternoon. One moment, please.
[CUSTOMER][NEUTRAL] You, you too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm fine [PII] how are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. I have Lean with Fortune Insurance on the line.
[AGENT][NEUTRAL] She is wanting to know if they can get.
[AGENT][NEUTRAL] Benefits summary packets for some of their groups.
[CUSTOMER][NEUTRAL] And what is her name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] Yeah, I've got a callback number if you need that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, yeah, that'd be great.
[AGENT][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, go ahead and put her through.
[AGENT][POSITIVE] All right. Thank you, [PII]. Have a wonderful day. Mhm.
[CUSTOMER][NEUTRAL] Uh-huh, you too.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes. Hi, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I will