AccountId: 011433970860
ContactId: 9b75c56b-e522-445d-836e-7308df2c115e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336200 ms
Total Talk Time (AGENT): 120503 ms
Total Talk Time (CUSTOMER): 99443 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9b75c56b-e522-445d-836e-7308df2c115e_20250310T15:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I am one of the administrative brokers for um our office, and I was just wondering if there's any way if I could get like an in-depth, um.
[CUSTOMER][NEUTRAL] Uh, a detail of what the hospital indemnity covers.
[AGENT][NEUTRAL] Sure, let me get you to um Broker Resources, but before I do that, um, do you have the group number?
[CUSTOMER][POSITIVE] Yes I do it is.
[CUSTOMER][NEUTRAL] Hold on here.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] See my account.
[CUSTOMER][NEUTRAL] Mm, OK. Um.
[CUSTOMER][NEGATIVE] I'm trying to find it online and it's not um here I'm.
[AGENT][POSITIVE] Oh, you are totally fine. Take your time. It's Monday. Take your time.
[CUSTOMER][NEUTRAL] Alright, let's see here, it's not under my billing, it's not gonna be under my employees well maybe let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, what's the, uh, what's the name of the employer or the group, I'm sorry. Well.
[CUSTOMER][NEUTRAL] Uh, 22nd 22nd Judicial District Public Defender.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Here it is.
[AGENT][NEUTRAL] I believe I just found it. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], I just need you to verify um your email address and a good contact number for you.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, email iss [PII] and phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And then the group's mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty. And um so you said you needed the details like the breakdown of the benefits for the group for um hospital indemnity.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold?
[CUSTOMER][NEGATIVE] Absolutely not.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm looking for my guru.
[AGENT][NEGATIVE] No, no, no, no, no, no, no, no, no, no.
[AGENT][NEUTRAL] Yeah, but
[AGENT][POSITIVE] Right, OK, I'm getting broker resources.
[AGENT][NEUTRAL] But I can't second guessing myself.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] No, it doesn't work like that.
[AGENT][POSITIVE] OK, [PII], thank you so much for holding. So I'm gonna go ahead and get you over to Broker Resources. Um, before I do that, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you for calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I, she says she's a senior broker of the group, but she's listed as a group contact, so she needs a, um, she's asking for like the master hospital indemnity policy for their, yeah. Did you need the group number or anything? OK, it's 26,400.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] The policy, OK, OK.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Let me pull that. Give me just one second. Uh, I can be ready. Hang on just a second. I can this screen in my screen to flip.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh goodness, sorry. Alright. 22nd Judicial District Public defender is that [PII] that you have on the phone? OK, and is her callback number the [PII]?
[AGENT][NEUTRAL] Yeah, bye.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect I'll take it. Thank you.
[AGENT][NEUTRAL] All right, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait, and I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. She said you needed.