AccountId: 011433970860
ContactId: 892240bc-6ca8-4cee-8ca8-5a193df0d363
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224770 ms
Total Talk Time (AGENT): 120760 ms
Total Talk Time (CUSTOMER): 106889 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/892240bc-6ca8-4cee-8ca8-5a193df0d363_20250212T21:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good today [PII] what's going on?
[CUSTOMER][NEUTRAL] I have [PII], um, she's from a potential group. They're wanting to know how to get um APO gap coverage.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, send her my way.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII]?
[CUSTOMER][POSITIVE] Yes. Thanks for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. I understand.
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] I understand your group is interested in our products, is that correct?
[CUSTOMER][NEUTRAL] Yes, well, I would like some pricing. We currently do have gap coverage, but we're looking to switch to a different company.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. Now, do you work with a broker um for your major medical and your gap plan?
[CUSTOMER][NEUTRAL] We don't
[CUSTOMER][NEUTRAL] Um, well, we, our major medical plan is done through ADP, our PEO. So for the gap we do have a broker, um, but I, we really don't wanna work with her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, OK. Um, would I
[CUSTOMER][NEGATIVE] We're trying to switch, yeah, it's been pretty bad.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I can do is we work with a bro where are you located just by chance?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK, we do have a regional office um in uh [PII], so what I would wanna do is get some of your contact information and give it to them and they can certainly work with you on, you know, getting you a new broker um who's already appointed with APL and who can sell our products, especially, um, our gap product to you. So, um, it and.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. Would they be the ones providing pricing?
[AGENT][NEUTRAL] Yes, the when they put you in contact with, they're gonna put you in contact with a broker of ours and they would have, uh, we do what we call rate sheets, we have, um, shelf plans um for our gap our newest gap product and they probably present those to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, and your name is [PII]? um.
[CUSTOMER][NEUTRAL] It's spelled [PII]
[AGENT][NEUTRAL] OK, and what's a good call back for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My office number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, but if they can email me, uh, it would be much better because we're, we, there's some days we're remote, so just in case.
[AGENT][POSITIVE] Not a problem. I was
[AGENT][POSITIVE] Yeah, not a problem. I was getting ready to ask you, what's a good email address for you?
[CUSTOMER][NEUTRAL] OK, it's [PII], that's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I'll spell that. It's [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. I've got it all down and what is and your the name of your group is that?
[AGENT][NEUTRAL] The Colombina.
[CUSTOMER][NEUTRAL] It's Colombina Candy Company mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's what I wanted to know. Perfect. I will get a hold of them right away and um I would probably not expect to hear from them until tomorrow since it's, you know, kind of late in the day, but um I will relay the message to them and hopefully we can get your group signed up with our gap product.
[CUSTOMER][NEUTRAL] That's fine, yeah.
[CUSTOMER][POSITIVE] Awesome, thank you so much.
[AGENT][POSITIVE] Thanks, [PII]. You have a great evening. Thanks for calling APL. bye-bye.
[CUSTOMER][NEUTRAL] Same to you.
[CUSTOMER][NEUTRAL] Bye bye.