AccountId: 011433970860
ContactId: e36fe59c-80c9-4197-8da7-a45b46e26949
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465880 ms
Total Talk Time (AGENT): 119113 ms
Total Talk Time (CUSTOMER): 162741 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e36fe59c-80c9-4197-8da7-a45b46e26949_20250128T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, agent, I'm the agent of record for a group that has uh gap insurance with you all. I'm trying to get a copy of their most current, um, gap policy of the benefit summary and if possible of Spanish version. I, I have the group's number if you need it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, yes, go ahead with the group numbers since.
[CUSTOMER][NEUTRAL] It's 256-04.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So you need the copy of the master policy?
[CUSTOMER][NEUTRAL] Uh, not the master, like the brochure, like the meddling brochure for their plan.
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] OK. OK. All right.
[AGENT][NEUTRAL] Um let me pull up information, bear with me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, and I need to verify your email address.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you want this information to be sent out um to the email address we have on file for the agent or where you need us to send it to?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The email address I just gave you?
[AGENT][NEUTRAL] The one you just gave me, so the info.
[CUSTOMER][NEUTRAL] Yes, mhm, please.
[AGENT][NEUTRAL] The legacy.
[AGENT][POSITIVE] All right. Um, let's see. Do you mind holding for me? I'm just gonna go ahead and get this ready for you. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is Soul.
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm good thank you and the care team I'm sorry.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] I have, um, I have a, an agent, well, not an agent, I have a [PII] which works with agent, um, and she's calling about the, the brochures. I just pulled the um guru and it says to transfer to brokersources.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's asking for a brochure, is that right? OK, for what group?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And oh, the group number is 25604.
[CUSTOMER][NEUTRAL] 256-004 and what was this person's name? I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she's with um the agent [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can you, OK, I know this sounds really weird. I have kids at home and they have to get on the bus soon. Can I put you on hold for two seconds and get them out the door before I take this call because I don't want them to miss the bus. Hold on just a.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. No, it's fine. I, I'm just gonna go ahead and go back to her and I'm gonna tell her that I'm gonna transfer to call because I didn't tell her that, so yeah, that gives me time to tell her that I'm gonna transfer, OK?
[CUSTOMER][NEUTRAL] OK, I can put you on hold for 2 seconds. OK, hold on just a second. Thank you.
[AGENT][POSITIVE] OK, no problem. OK. Sure, no worries, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I went ahead and called Broker Resources um and um she's gonna help you, Miss [PII]. She's on the other line. I'm gonna have to transfer the call. She asked me to transfer the call. Is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][NEUTRAL] OK, you're welcome. One moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, um, I'm still here. OK, so you're ready for her?
[CUSTOMER][POSITIVE] OK, perfect, yes, thank you.
[AGENT][NEUTRAL] OK, you're welcome. OK, let me put her in.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you. Thank you, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Good morning this is [PII] how are you?
[CUSTOMER][POSITIVE] Hi [PII]. Good, thank you.
[CUSTOMER][NEUTRAL] Good. What so what can I help you with? She was saying that you need to possibly some brochures.
[CUSTOMER][NEUTRAL] I yeah, I'm just trying to get this groups um like their like their plan benefit information that I can pass on to um employees. I the one I have is from [PII], so a little bit outdated.
[CUSTOMER][NEUTRAL] Um, if nothing's changed, that's probably going to still.
[CUSTOMER][NEUTRAL] Well that's the thing, it has changed. The one I have is a 5000, 10,000, and they have a 5000, I believe 3500, so that's my, that's why I'm trying to.
[CUSTOMER][NEUTRAL] And you're with the agent correct? Mhm, correct, yes, Legacy Financial Consulting. OK.
[CUSTOMER][NEUTRAL] 26,650.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what was your email address? Because I did find the correct one. That's OK. It's info like information at legacy finance.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Info at legacy.