AccountId: 011433970860
ContactId: e28eb2bb-1af2-4991-8714-435ef1159158
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165600 ms
Total Talk Time (AGENT): 70249 ms
Total Talk Time (CUSTOMER): 67051 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e28eb2bb-1af2-4991-8714-435ef1159158_20250425T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I had, I called earlier and I got disconnected, but
[CUSTOMER][NEUTRAL] Um, my husband and I have opened a small business and we were looking at some, some coverage options. And so I'm not sure if you're who I need to speak to or if I would need to speak to somebody else about just some small business group insurance, secondary.
[AGENT][NEUTRAL] Mhm. Sure, I can. Yes, I can assist you with that. Um, well, not me personally, but I can connect you directly with the um broker resources who would have that information for a small group set up. Does that sound good?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that would be great. Thank you.
[AGENT][POSITIVE] Thank you. You have a nice day. I'll go ahead and connect you with them.
[CUSTOMER][NEUTRAL] Likewise they
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello, good afternoon. This is [PII] in customer service. I have Ms. [PII] do on the line. She said she called earlier but got disconnected. Um, she is requesting information about a small business group set up.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, I would think broker resources could assist with it, with the information for her.
[CUSTOMER][NEUTRAL] Um, generally that would be new business.
[AGENT][NEUTRAL] That will be new business. Oh, well, well, I don't know, she doesn't have anything set up.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That that was.
[CUSTOMER][NEUTRAL] So she's looking for a quote.
[AGENT][NEUTRAL] Mhm. Yes, quotes and um, how would it work for a small business.
[CUSTOMER][NEUTRAL] OK, yeah, we're gonna have to get her with an actual broker uh but that's fine you can you can get her over to us and and we, we don't give businesses quotes they have to reach out to an agent who then as long as they're appointed with APL, then we, we give them quotes that will then go to the small business.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, OK, I got it. Um,
[CUSTOMER][NEUTRAL] But you can send her on over.
[AGENT][POSITIVE] So, mhm. All right. Thank you. I appreciate it.
[CUSTOMER][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] You are on
[CUSTOMER][POSITIVE] Thank you for holding this is [PII].
[CUSTOMER][POSITIVE] Hey, it's [PII] Do. How are you today? Good, ma'am. How are you?