AccountId: 011433970860
ContactId: 8dab2d0d-07bb-4111-9f25-14d084e03336
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147660 ms
Total Talk Time (AGENT): 68047 ms
Total Talk Time (CUSTOMER): 92863 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8dab2d0d-07bb-4111-9f25-14d084e03336_20250520T18:21_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], my name is [PII] calling from Schultz Benefits Group. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good. Hey, I'm calling for the agent [PII] on one of our groups called Community Support Services, and I need to see if you could send me, um, a current bookkeeper's report and a current invoice for the group.
[AGENT][NEUTRAL] Sure. Do you have the group number for that, for that company?
[CUSTOMER][NEUTRAL] Yeah, 25523.
[AGENT][NEUTRAL] 85523 community sport services, you know, current billing and like a group detailed report. It shows everybody that's enrolled.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, OK, and where do you want me to send that? Mhm, sorry.
[CUSTOMER][NEUTRAL] And do you
[CUSTOMER][NEUTRAL] Um, just as a question, um, and do you show they have people on accident and cancer?
[AGENT][NEUTRAL] And let me look real quick and I can tell you just one second.
[AGENT][NEUTRAL] Yes, we have people on accident and cancer. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, because we're gonna go do an open enrollment tomorrow, so hey, no, that sounds great if you could send it to [PII], so [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Literally. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, if we have [PII] on here. So I will send it to [PII] at that address. OK, yeah, I'll get that over to you here in a few minutes. Was there anything else?
[CUSTOMER][POSITIVE] That would be great. OK, thank you very much. No, I think we got enough materials. I just gotta go back and pull up the accident plan uh unless you have it handy that you could pull it up and send it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The accident like a the benefit plan is, is that what you're asking or the brochure or what?
[CUSTOMER][NEUTRAL] The the brochure, yeah, that shows kind of what it covers in the rates.
[AGENT][NEUTRAL] OK, yeah, I don't have it handy, but I can send that over as well.
[CUSTOMER][POSITIVE] OK, if you can, otherwise I'll go back and dig for it because I know every group is a little bit different, so um I'd have to go back a little bit um but yeah if you can that would be great if not I'll, I can go back and dig for it so.
[AGENT][NEUTRAL] OK, yeah, I'll attach it.
[AGENT][POSITIVE] Yes, yeah, absolutely.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no problem. I will send the group details, the billing and the brochure over with the rates. OK, no worries. Alright, you have a, have a great day. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, thanks so much, appreciate it.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye. You too.