AccountId: 011433970860
ContactId: ef06b8f7-c59a-4a66-8896-7029667dde13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291589 ms
Total Talk Time (AGENT): 63479 ms
Total Talk Time (CUSTOMER): 128709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ef06b8f7-c59a-4a66-8896-7029667dde13_20250218T18:58_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? um.
[CUSTOMER][NEUTRAL] I don't know if you can help me. I'm trying to find my sales rep for uh a group of ours. I'm calling from a broker.
[CUSTOMER][NEUTRAL] Um, and I have a renewal coming up, but I, I have some questions because the group is making some changes.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, and who am I speaking to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm calling from South International.
[AGENT][NEUTRAL] Alright [PII] what group is this for?
[CUSTOMER][NEUTRAL] Uh, America CD.
[CUSTOMER][NEUTRAL] 031.
[AGENT][NEUTRAL] OK, let's see if I can find him real quick.
[AGENT][NEUTRAL] And what did you say the group name was? American what?
[CUSTOMER][NEUTRAL] America with no end, just [PII].
[CUSTOMER][NEUTRAL] And then CD, so it's like two letters, it's a [PII] C for cat, [PII].
[CUSTOMER][NEUTRAL] Um, and I don't know if it might have network at the end of it or just LLC.
[AGENT][NEUTRAL] Yeah it's got TV network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and who's actually the writing agent on this?
[CUSTOMER][NEUTRAL] Oh, well, she's not with us anymore. It should be [PII] now. It used to be [PII]. I don't know which name you have.
[CUSTOMER][NEUTRAL] You're talking about on on hub side, right?
[AGENT][NEUTRAL] Yeah, so what I have.
[AGENT][NEUTRAL] Is uh [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], yeah, it was [PII]. She left up about a year ago, um, so the agent changed to [PII].
[CUSTOMER][NEUTRAL] But everything comes to me, so I mean, I don't.
[CUSTOMER][NEUTRAL] We can update that too. I can send an email or something.
[AGENT][NEUTRAL] Yeah, we're gonna need to get that updated um.
[AGENT][NEUTRAL] I look at something real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what did you need to know about the group's renewal?
[CUSTOMER][NEUTRAL] So I was trying to reach out to my sales rep. I don't know if it's [PII], um, he's technically the one on most of my other clients or if it's somebody else.
[CUSTOMER][NEUTRAL] Um, and then I had a question regarding cause the group is trying to put an HRA in place.
[CUSTOMER][NEUTRAL] Um, and the HR vendor says it's perfectly fine to have both, um, a gap and the HRA, but he said to check with you guys, so I'm trying to figure out, um, you know, how does that work on your end like an APL when it comes to reimbursing.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, etc.
[AGENT][NEUTRAL] Right, so the group is wanting to put in an HRA so their plan design is gonna change also.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The midlink
[AGENT][NEUTRAL] Yeah your contact would be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I can put a bug in his ear. What is a good phone number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I mean, if it, if it's him, then I can also email him as well. I wasn't sure though, but yeah, he, he should have me in his emails.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. Um, yeah, I'll let him know that, that you called and have him give you a call back then, OK?
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright, is there anything else I can do for you while I have you on the phone?
[CUSTOMER][POSITIVE] Nope, that's it. Thank you very much.
[AGENT][POSITIVE] All right. Thanks so much for calling APL. You have a great afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.