AccountId: 011433970860
ContactId: b256ce3c-015f-462e-877c-8e61ecd11824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 765880 ms
Total Talk Time (AGENT): 82172 ms
Total Talk Time (CUSTOMER): 100080 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/b256ce3c-015f-462e-877c-8e61ecd11824_20250522T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am calling from for quotes Insurance underwriters. How are you?
[AGENT][POSITIVE] Good, how are you doing?
[CUSTOMER][POSITIVE] I'm doing pretty good. I was calling because I am needing benefits and rates for our client HA contracting and Mac Construction.
[AGENT][NEUTRAL] You said HA contracting and Match construction.
[CUSTOMER][NEUTRAL] Yes, I have their group numbers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] Um, HA HA contracting group number is 251-69.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my Constructions group number is 25172.
[AGENT][NEUTRAL] 25712 and you were just wanting a quote for that or or?
[CUSTOMER][NEGATIVE] Not a quote, uh, I need their plan design and rates because I still don't have access to them in the in the portal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me take a look and see if I can find that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I'm still here and and um I'm sorry just wanted to confirm I do I do have access to them now in the portal so I just need the plan designs.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, so I'm gonna send you over you currently have 4 plans so on the 25712 there are 3 plans on that so um I was just checking and making sure that those were all correct, um, and then on the 251-69 there's only one.
[AGENT][NEUTRAL] Um, and so on these designs it will have the rates on there as well for you. Um, they will say, they will say that they're from [PII] or [PII] they're still in effect. They're still the same plan you have today, um, and they're still the same plan or the same rates that you have today as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh awesome.
[CUSTOMER][POSITIVE] OK, alright, awesome. So the, the, the same plans they've been in place since 21, nothing's changed basically, right? Yeah, OK. Alright, awesome. Well, thank you so much. That's exactly what I was needing. Um, my email address is [PII], all spelled out underwriters with a S at the end.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, yes, that's correct, yeah.
[AGENT][NEUTRAL] Alrighty and so what is your email?
[AGENT][POSITIVE] Perfect. What's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, I'm so sorry. I thought I was typing and I was not typing in the right spot. You said it was [PII].
[CUSTOMER][NEUTRAL] Dot com.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect alrighty I'll send this over to you, OK?
[CUSTOMER][POSITIVE] Alright awesome thank you so much have a great day I appreciate your help.
[AGENT][POSITIVE] You as well, of course, have a great day bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.