AccountId: 011433970860
ContactId: 9aa2a257-077c-4eed-8f75-40369c8b3649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368510 ms
Total Talk Time (AGENT): 146334 ms
Total Talk Time (CUSTOMER): 89374 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9aa2a257-077c-4eed-8f75-40369c8b3649_20250218T18:01_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII], and I'm calling from Public School Development Solutions. Um, we used to be a client of yours, and, um, I'm just doing a little bit of research on, uh, insurance policies, and I wanted to see if I could get a quote on uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The med link to the gap insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that something that you can help me with or is it a different department?
[AGENT][NEUTRAL] Um, Ms. [PII], it's gonna be a different department, but let me gather as much information as I can so I can go ahead and let them know exactly what you're calling from or for, um, and you said you want a quote from Melink and you are in, um, what state?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]. What part of [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm OK. Mm.
[AGENT][NEUTRAL] OK, so we might need to get probably an agent to speak to you, but let me go ahead and see what's the best way to handle this. And you said you used to have a group with us before.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Do you remember the group number or anything like that or no?
[CUSTOMER][NEUTRAL] Uh, let me see if I can look it up for you if you hold on just one second.
[AGENT][NEUTRAL] Oh sure, yes.
[CUSTOMER][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] Our group number was 16802.
[AGENT][POSITIVE] OK, thank you. All right, um.
[AGENT][NEUTRAL] Let me check with new business and see what we can do about it, OK? One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] uh.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good. How can I help?
[AGENT][NEUTRAL] Hey, um, OK, so let me explain to you about this call. This call I got a group that used to have a policy with us a long time ago, um, and it looks like they're trying to come back and they want a quote, um, so I guess they probably need to speak to an agent. I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they need to they need to get a hold of their agent, um.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] That's what I, um, how can we tell if they still, uh, if the, the agents still in place?
[CUSTOMER][NEUTRAL] What is the, what's the group called?
[AGENT][NEUTRAL] A public school development solution. I have a group number and I have the name of the agent.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] 16802.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And that was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, he, he's still appointed with APL yeah they just need to get a hold of him.
[AGENT][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK, uh, and let me see if I got the information of the agent.
[AGENT][NEUTRAL] Can I release the phone number to her?
[CUSTOMER][POSITIVE] Yes, and his email too, yeah, that's not our problem. Perfect, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. OK, got it. Thank you. Have a good day, Mrs. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me is [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so it looks like, uh, yes, you have to get in contact with the agent. Um, the agent is still with us, the same agent you used to work with before, which is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm. And do you need his phone number or his email?
[CUSTOMER][NEUTRAL] All right, no problem, no, I'm well aware, no.
[AGENT][NEUTRAL] OK. All right, so yeah, he can give you a quote, OK?
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Goodbye.