AccountId: 011433970860
ContactId: a7183af8-9c04-4c9f-9111-fe899008c326
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163139 ms
Total Talk Time (AGENT): 25189 ms
Total Talk Time (CUSTOMER): 71866 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/a7183af8-9c04-4c9f-9111-fe899008c326_20250506T14:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] [PII] this is [PII].
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from the, the broker's office.
[CUSTOMER][NEUTRAL] And I'm calling regarding uh group number 26015.
[AGENT][NEUTRAL] 26015.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this is for, is it archways?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is OK.
[AGENT][POSITIVE] Hello, how can I help you?
[CUSTOMER][NEUTRAL] Can you send me the um uh the group's benefits summary for their gap plan?
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, what's your uh email address?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Can you spell it all out?
[CUSTOMER][NEUTRAL] Yeah, I'll spell it out. It's [PII], so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you just need the benefit summary for the med link.
[CUSTOMER][NEUTRAL] Yeah, and also I don't know if if you have this like maybe a PDF of their cert booklet or their, you know, the, you know, the thing that's got like 40 pages and it has like the definition of inpatient and you know all that, all that stuff.
[AGENT][NEUTRAL] OK, I will get this over to you.
[CUSTOMER][POSITIVE] Thank you so much. I, uh, I very greatly appreciate it.
[AGENT][POSITIVE] Thanks a lot.
[CUSTOMER][POSITIVE] Alright thank you bye bye now.