AccountId: 011433970860
ContactId: b624c2f1-8903-433a-bcda-0adba8711626
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276059 ms
Total Talk Time (AGENT): 75932 ms
Total Talk Time (CUSTOMER): 168087 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b624c2f1-8903-433a-bcda-0adba8711626_20250227T19:00_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's uh [PII], heck of a nice guy. How are you?
[AGENT][POSITIVE] Well, hi [PII], heck of a nice guy. How are you?
[CUSTOMER][POSITIVE] Thank you. I'm doing great, always doing better than most, hey, um.
[AGENT][POSITIVE] Oh, good.
[CUSTOMER][NEUTRAL] Yeah, next time I get on President's club, I gotta tell everybody on that OSC it would be nice to put the summaries with along with the groups I won't have to bother you guys. 5 years I've been telling them, but you know, wheels of progress turn slow. Hey, um, can you look into your crystal ball on this PRD for a broker friend of mine? It's 25923.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, just a sec, let me get that pulled up.
[CUSTOMER][NEUTRAL] Yeah, it's called Grasslands Golf and Country Club, and
[CUSTOMER][NEUTRAL] I just want to make sure they have a 7500.
[CUSTOMER][NEUTRAL] Um, I'm not an 8150 plan. I'm getting confused on this.
[AGENT][NEUTRAL] OK, let me see what they have.
[AGENT][NEUTRAL] Looks like they've got a 7500 per calendar year with a 500, right.
[CUSTOMER][NEUTRAL] OK, 500 per day.
[CUSTOMER][NEUTRAL] Alright, um, can you do me a favor can you send me a summary with rates or?
[CUSTOMER][NEUTRAL] Um, just so I can have it for my, yeah, heaven forbid these brokers actually have records, just unbelievable.
[AGENT][NEUTRAL] Uh let me, let me see if there's one in the folder.
[CUSTOMER][NEUTRAL] But it is what it is.
[AGENT][NEUTRAL] Yeah, let me see, let me see what we have for you.
[CUSTOMER][POSITIVE] we have for you
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, I see where your confusion came in because on the group coverage and participation you put, it looks like you completed this.
[CUSTOMER][NEUTRAL] See where your confusion came in because all the coverage and participation you put.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yeah, and what do you put 8150, yeah, and that's where I'm getting confused.
[AGENT][NEUTRAL] 8150, yeah.
[AGENT][NEUTRAL] OK, I have not found a proposal yet that doesn't mean anything. Hang with me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I should check the OSC and see how much we're getting charged because I don't think it's a Medlink 9 plan so otherwise it'd be really confusing to for me to back engineer it but let me just get on to APL.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That would be grassland.
[AGENT][NEUTRAL] Well, what we have in our system is the 7500.
[AGENT][NEUTRAL] And I think, I think if we look at the group detail report.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If we look at the detailed report.
[AGENT][NEUTRAL] You'll see that they're all 75.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm looking at right now.
[CUSTOMER][NEUTRAL] You, you, and this is just me saying uh something that you've probably known since day one but you would think on the on the OSC on the download report it would specify what plan it is too and it doesn't.
[CUSTOMER][NEGATIVE] You know, it just says what Medli plan it is and never gives you the actual value of what it is.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. So, yeah, I know. Every day, every day, that's my life.
[CUSTOMER][NEUTRAL] Things that make you go.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][POSITIVE] Yeah, I know every day I know it's it was easy everybody be doing it. Oh my God, of all the people, there's only 6 people, OK.
[CUSTOMER][NEUTRAL] Yeah, it doesn't say on it, um, but we have this [PII] or this what was it now?
[AGENT][NEUTRAL] 7500, 500. Mhm.
[CUSTOMER][NEUTRAL] 7 500 OK alright OK um.
[CUSTOMER][NEUTRAL] It's is it age band, otherwise I'll just go on the group detail report for one person. I just have an application I gotta put through. Oh, it is age banded.
[AGENT][NEUTRAL] Yeah, I'm
[AGENT][NEUTRAL] Yeah, it's age banded yeah, employee only is, yeah it's [PII].
[CUSTOMER][NEUTRAL] Uh, hold on, let me just see how, let me see how old this person is. Just give me one second.
[CUSTOMER][NEUTRAL] She's [PII], so what's the [PII] or [PII] [PII]?
[AGENT][NEUTRAL] Uh, [PII] employee only is [PII].
[CUSTOMER][NEUTRAL] Employee only at [PII].
[CUSTOMER][POSITIVE] All right, thanks a lot, you take care.
[AGENT][NEUTRAL] Is that all you need?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] Yeah, for now until I ask what kind of plan we have in there with the broker and then he tells me something else then then my heart will drop we'll we'll see alright thanks alright bye. I know bye bye.
[AGENT][NEUTRAL] OK bye [PII].