AccountId: 011433970860
ContactId: b19ff5ea-356d-462c-b82e-e70d4cf3b7a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145199 ms
Total Talk Time (AGENT): 66420 ms
Total Talk Time (CUSTOMER): 81098 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b19ff5ea-356d-462c-b82e-e70d4cf3b7a0_20250218T18:07_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. um, hey, I have someone on the line and I'm not sure where to send her to, um, but she is calling from a group and she is saying that their open enrollment is coming up and she wanted to know if APL would be there to represent, um, uh, I don't.
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't know
[AGENT][NEUTRAL] To rep to go to open an, like she's an insured or she's a broker?
[CUSTOMER][NEUTRAL] They're
[CUSTOMER][NEUTRAL] Um, she's, she's a, she's a contact for the group, um.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh, we typically don't like go and like represent like it would be, you know, did you get a groomer?
[CUSTOMER][NEUTRAL] 468 7.
[AGENT][NEUTRAL] Let me see who the
[AGENT][NEUTRAL] 468 7.
[CUSTOMER][NEUTRAL] And they
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] County.
[CUSTOMER][NEUTRAL] Yes, and it looks like possibly they're individual products I mean because this is an old group.
[AGENT][NEUTRAL] Yeah, I know. I mean, we don't typically go to like represent. I mean, if anything, her broker could help her.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] But we also don't.
[AGENT][NEUTRAL] Like if they have individual products, like, obviously they can keep them, but like we don't.
[AGENT][NEUTRAL] We don't sell those anymore.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] They also have two people.
[CUSTOMER][NEGATIVE] Is that it? I didn't even look. Oh my gosh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] Yes, they have two active people like, no, we're not gonna go.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I, no, typically we do not.
[CUSTOMER][NEUTRAL] OK, I'll tell you what. I will give her [PII], is it [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Yeah, [PII], yeah.
[CUSTOMER][POSITIVE] I will give her his um and so, yes, this was a new one for me. I've never, you know, nobody's ever asked anything like that.
[AGENT][NEUTRAL] Info.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's a weird question. Yeah, no, for sure.
[CUSTOMER][POSITIVE] So, OK, yes, that's a good plan. I'll tell her that, you know, if, if they need me to get in touch with him.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Yeah, of course, call me back if you, if you need to.
[CUSTOMER][NEUTRAL] OK, thank you. OK. All right. Bye.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] 5