AccountId: 011433970860
ContactId: b249e7dd-c332-4819-a57a-076c6885e548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412380 ms
Total Talk Time (AGENT): 159034 ms
Total Talk Time (CUSTOMER): 143183 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b249e7dd-c332-4819-a57a-076c6885e548_20250218T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning how are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing great. My name is [PII]. I'm human resource department manager for Adams County Board of Supervisors.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I was calling to invite you guys to our open enrollment. We have um a coup a few um employees that are with you guys insurance, and I was calling to see what you guys like to come out to recruit more.
[AGENT][NEUTRAL] OK, um, now let me get you transferred over to our sales department, um, and they can help you with that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's fine thank you.
[AGENT][NEUTRAL] Yeah, and please tell me your first name again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][POSITIVE] Thank you. And with Adams County.
[CUSTOMER][NEUTRAL] Board of supervisors, yes.
[AGENT][NEUTRAL] Yeah, ma'am.
[AGENT][POSITIVE] All right, if you don't mind holding, I'll get someone on the line for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And here we go.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] APL, this is [PII]. How can I help you?
[AGENT][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.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I don't know
[CUSTOMER][NEUTRAL] To rep to go to open an, like she's an insured or she's a broker?
[AGENT][NEUTRAL] They're up
[AGENT][NEUTRAL] Um, she's with the, she's a contact for the group, um.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh, we typically don't like go and like represent like it would be, you know, did you get a number?
[AGENT][NEUTRAL] 468 7.
[CUSTOMER][NEUTRAL] Let me see who the
[CUSTOMER][NEUTRAL] 468 7.
[AGENT][NEUTRAL] And they
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] County.
[AGENT][NEUTRAL] Yes, and it looks like possibly they're individual products. I mean, because this is an old group.
[CUSTOMER][NEUTRAL] Yeah, no, I mean, we don't typically go to like represent. I mean if anything her broker could help her.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But we also don't.
[CUSTOMER][NEUTRAL] Like if they have individual products, like obviously they can keep them but like we don't.
[CUSTOMER][NEUTRAL] We don't sell those anymore.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They also have 2 people.
[AGENT][NEGATIVE] Is that it? I didn't even look. Oh my gosh.
[CUSTOMER][NEGATIVE] Yes, yes, they have two active people, like, no, we're not gonna go.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, no, typically we do not.
[AGENT][NEUTRAL] OK. I'll tell you what. I will give her [PII], is it [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will give her his um info. Yes, this was a new one for me. I've never, you know, nobody's ever asked anything like that.
[CUSTOMER][NEUTRAL] Info.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's a weird question. Yeah, no, for sure.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Yeah, of course, call me back if you, if you need to.
[AGENT][NEUTRAL] OK, thank you. OK. All right. Bye.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I did speak to someone in our sales department and they asked me.
[CUSTOMER][NEUTRAL] Not yet
[AGENT][NEUTRAL] Oh no, I'm sorry I spoke to him. I'm sorry, um, they asked me to give you your agent's phone number and to speak with him just to see, um, you know, what he may want to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. um, his name is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it looks like he's not with us anymore.
[CUSTOMER][NEUTRAL] Um, I don't know who my agent is, um, directly. I don't know who my agent is.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Because it's not showing up um on the let me go back and see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Um, there's another agent associated that it looks like he's not with us anymore either.
[AGENT][NEUTRAL] OK, let me call them back and see um.
[CUSTOMER][NEUTRAL] OK, and they can, and you can just give me a call back when you can when you get it on the information. OK, my number is [PII], my number is [PII].
[AGENT][POSITIVE] OK, thank you, thank you. I appreciate that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Yes, ma'am. I will get this.
[CUSTOMER][NEUTRAL] You're welcome. OK, OK, bye bye.
[AGENT][NEUTRAL] Bye