AccountId: 011433970860
ContactId: 865e1986-f0bf-4393-a277-1f09bc34a776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224960 ms
Total Talk Time (AGENT): 48360 ms
Total Talk Time (CUSTOMER): 32482 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/865e1986-f0bf-4393-a277-1f09bc34a776_20250218T14:48_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 morning. [PII], I'm talking to a new group. They have 11 benefit eligible employees, um, that are on their medical plan. Um, how many have to come on the gap plan to be able to offer the gap if there's, let's say 11?
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you talking about like the Medli 9?
[CUSTOMER][NEUTRAL] Yeah mhm.
[AGENT][NEUTRAL] OK, I think we just hang on a second. I just had that question the other day.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] And folder.
[AGENT][NEUTRAL] Is that voluntary or non-voluntary?
[CUSTOMER][NEUTRAL] Let's assume that it's, let's assume that it's voluntary.
[AGENT][NEUTRAL] OK, all right, let's see.
[CUSTOMER][NEUTRAL] I don't know how he's doing it. I gotta call him but I wanted to know the parameters.
[AGENT][NEUTRAL] Gotcha, gotcha. I'm pulling up one of the plans. Bear with me just a second because I should have it on here.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] for sure, but it's not hang on a second.
[AGENT][NEUTRAL] I've asked. Bear with me just a second. I'm sorry. Usually, it, uh, I thought it would be on the brochure. I thought she said 10, but I wanna confirm.
[CUSTOMER][NEUTRAL] You can't be 10 out of 10.
[AGENT][NEUTRAL] 5, it's 5. [PII] said it's 5.
[CUSTOMER][NEUTRAL] OK, if there's 11, you need 5.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, 5 is the minimum. Yeah. OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right thank you very much have a good day.
[AGENT][POSITIVE] Thank you. You too. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.