AccountId: 011433970860
ContactId: a2f70651-9203-4cbd-825f-b54bbe0540be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149539 ms
Total Talk Time (AGENT): 76828 ms
Total Talk Time (CUSTOMER): 50393 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a2f70651-9203-4cbd-825f-b54bbe0540be_20250204T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning how are you?
[AGENT][NEUTRAL] Good. Who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII]. I'm the co-founder. I'm the co-founder of Lewis and Palmer Benefits. We've
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Actually sold your product for years and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanted to call you guys because the person that we had getting quotes for us and kind of administering this to our clients.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is in the process of being replaced.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I thought it might be, I thought it might be time that I educate myself a little bit more.
[CUSTOMER][NEUTRAL] On your product #1 and #2.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a client that I need a quote for.
[AGENT][POSITIVE] Oh, not a problem. um, we do actually work with um an an office in [PII], um, we partner with them and that is who I would want you to talk to about our products um we do have a, a brand new line of shelf med link products um that we have so I would want them to go ahead and send those to you and talk to you about, you know, how to sell them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, where to sell them, you know, things like that. Um, I can, uh, if Ted, if you'll give me your phone number, um, I can have somebody from that office give you a call.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So what
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the name of the uh of the broker?
[AGENT][NEUTRAL] Um, National Agency Solutions.
[AGENT][NEUTRAL] Is who we partner with in Florida.
[CUSTOMER][NEUTRAL] National
[CUSTOMER][NEUTRAL] And do you have a phone number for them?
[AGENT][POSITIVE] I certainly do. Let me get that for you.
[AGENT][NEUTRAL] Their agent concierge team is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] alright, super.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, not a problem, um, and whenever you get a hold of them, they should be able to help you and tell you about all of our products, but mainly our Medlink, um, shelf plans.
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] Thanks you too thanks for calling APL.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEGATIVE] My problem.