AccountId: 011433970860
ContactId: e967166a-5fb8-4458-b125-c073851767fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364660 ms
Total Talk Time (AGENT): 113745 ms
Total Talk Time (CUSTOMER): 135522 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e967166a-5fb8-4458-b125-c073851767fe_20250128T14:28_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm good thank you and the care team I'm sorry.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] I have, um, I have a, an agent, well, not an agent. I have uh [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 brokers resources.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She's asking for a brochure, is that right? OK, for what group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And oh, the group number is 25604.
[AGENT][NEUTRAL] 25604 and what was this person's name? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she's with um the agent [PII].
[AGENT][NEUTRAL] OK, um.
[AGENT][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.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK, I can put you on hold for 2 seconds. OK, hold on just a second. Thank you.
[CUSTOMER][POSITIVE] OK, no problem. OK. Sure, no worries, and you're welcome. You are on hold.
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] OK, um, I'm still here. OK, so you're ready for her?
[AGENT][POSITIVE] OK perfect yes thank you.
[CUSTOMER][NEUTRAL] OK, you're welcome. OK, let me put her in.
[CUSTOMER][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. Thank you, thank you. You're welcome. Have a good day.
[AGENT][NEUTRAL] Good morning. This is [PII]. How are you?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Hi [PII]. Good, thank you.
[AGENT][NEUTRAL] Good, what so what can I help you with? She was saying that you need possibly some brochures.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Uh 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.
[AGENT][NEUTRAL] Um, if nothing's changed, that's probably going to still
[CUSTOMER][NEUTRAL] 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.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I'm trying to.
[AGENT][NEUTRAL] And you're with the agent, correct?
[CUSTOMER][NEUTRAL] Mhm. Correct, yes, Legacy Financial Consulting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 26,650.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what was your email address? Because I did find the correct one.
[CUSTOMER][NEUTRAL] That's OK. It's [PII] like information at legacy finance.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you also happen to have a version in Spanish by any chance?
[AGENT][NEUTRAL] Um, I would probably have to make that a marketing request, and we would have to get it, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, only because they have a couple of employees that they, it's not that they don't speak and read English, but it's things like these kinds of terminologies, it's a little more difficult for them to understand, so I'd rather give them something that's familiar.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, of course.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let me see if I can get a.
[AGENT][NEUTRAL] Marketing request that that would that might be a day or so to get so I can send the English one right now and then.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] OK, that'd be perfect.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just sent that one.
[CUSTOMER][POSITIVE] Oh fantastic, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Let me know once you get it and then.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I just got it.
[AGENT][NEUTRAL] Hey, um, OK.
[CUSTOMER][POSITIVE] Fantastic thank you so much I appreciate that.
[AGENT][NEUTRAL] Of course, yeah, of course, and then I'll send one in a request for Spanish.
[CUSTOMER][POSITIVE] OK perfect thank you very much I appreciate it.
[AGENT][POSITIVE] Yeah, I hope you have a great day. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] You too bye bye. Thank you, bye.