AccountId: 011433970860
ContactId: ae1c95b1-fcd1-401f-a2ad-3a8860f0631b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217690 ms
Total Talk Time (AGENT): 55288 ms
Total Talk Time (CUSTOMER): 70303 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ae1c95b1-fcd1-401f-a2ad-3a8860f0631b_20250609T12:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine and you?
[CUSTOMER][POSITIVE] I'm all right thank you. I have broker [PII] on the line.
[CUSTOMER][NEUTRAL] Calling on group 19658 for Segal Institute for Clinical Research.
[AGENT][NEUTRAL] OK, just a minute.
[CUSTOMER][NEUTRAL] And he's calling regard yeah and I'll just, OK, oh you want me to wait to tell you what what he's wanting.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, it's regarding the group's renewal.
[AGENT][NEUTRAL] OK, go ahead and put him through.
[CUSTOMER][POSITIVE] All right. Well, thank you so much and I hope you have a great day.
[AGENT][POSITIVE] All right, thank you. You too.
[CUSTOMER][POSITIVE] Thanks. OK, bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good morning. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII], I'm checking on a renewal for one of my groups. I'm a broker. Can I give you the group number?
[AGENT][NEUTRAL] I believe I have the group number, Richard, um, 19658.
[CUSTOMER][NEUTRAL] Yes, Segal Institute.
[AGENT][NEUTRAL] OK, and how can I help you with this?
[CUSTOMER][NEUTRAL] Has the renewal been completed yet and uh can you tell me if they started it?
[AGENT][NEUTRAL] I can check and see if they've got it going.
[AGENT][NEUTRAL] Did you send the paperwork in maybe last week?
[CUSTOMER][NEUTRAL] Uh, probably on [PII] or [PII] around then.
[AGENT][NEUTRAL] Were they making any changes?
[CUSTOMER][NEUTRAL] Uh, no plan changes maybe terminating an employee and adding an employee, something like that.
[AGENT][NEUTRAL] All right, bear with me just a moment, [PII], while I do a little research and see where they are with this.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Is there a number I can call you back, [PII]? It looks like there's been some back and forth on this, so I wanna see exactly, talk to the last person who handled it. What's a good number for me to call you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] it's a landline.
[AGENT][POSITIVE] OK, perfect. All right, [PII], I'll give you a call back.
[CUSTOMER][NEUTRAL] Should I hear back from you today?
[AGENT][NEUTRAL] Oh, probably within 30 minutes.
[CUSTOMER][POSITIVE] That'd be great. Thank you very much.
[AGENT][POSITIVE] All right, [PII], thanks so much for calling APL. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye bye.