AccountId: 011433970860
ContactId: f290b205-d645-46a9-b1e4-26f061533cec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152110 ms
Total Talk Time (AGENT): 58294 ms
Total Talk Time (CUSTOMER): 107179 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f290b205-d645-46a9-b1e4-26f061533cec_20250217T17:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[AGENT][POSITIVE] I'm good today, [PII]. What's going on?
[CUSTOMER][NEUTRAL] Hey, I'm such a goober. Um, I told a broker, OK, I'm such a goober. I thought they were a group and I told them that we didn't have their group in our database, and then I realized that they were the broker when they sent an enrollment form. And so I was like I left him a voicemail and I said, Hey, I'm gonna send you an OSU guide or an OS. God, I can't even talk this far we don't have a broker resource guide, do we, for the OSC.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] If
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] We have like a broker and we have the broker's agency. Is that some is that what you need?
[CUSTOMER][NEUTRAL] Yeah, so I guess what they're having trouble with is um it's the Brown and Brown insurance group and they're unable to, they're saying that their groups don't display on the OSC so they like sent in a contact us request for the OSC help and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I thought I guess I thought I had like um a reference guide for him but I physically don't have one.
[AGENT][NEUTRAL] Yeah, let me, you want me to drop you one. I can IM you with what we've got on our end.
[CUSTOMER][POSITIVE] Yeah, I would love to send that and then um and then I didn't know if you guys have a direct number you give them or if you want them calling the [PII] number and having a care team representative transfer them.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, have them call the [PII].
[CUSTOMER][POSITIVE] OK, that's perfect that's what I told him.
[AGENT][POSITIVE] Yep perfect yeah and I'll drop in uh I'll drop the broker um OSC and the agency OSC and you guys will have them.
[CUSTOMER][NEUTRAL] OK perfect I will save those to myself and I'll share them with the email team as well because typically anyone else on the call team they don't do any of that they just send them straight to you if they're on the phone so.
[AGENT][NEUTRAL] Right, true, so.
[CUSTOMER][NEUTRAL] Um, I will share them with the email team when I get them and then I will send them to her, but she might, I don't know, um, she'll call I guess if she needs more help.
[AGENT][POSITIVE] Yeah, not a problem. Send her our way if she does.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I
[AGENT][POSITIVE] No problem. Hey, it takes a village.
[CUSTOMER][NEUTRAL] I like, I don't, I feel like it's a Monday, yeah.
[AGENT][NEUTRAL] Right
[AGENT][NEGATIVE] It is Monday, unfortunately.
[CUSTOMER][NEUTRAL] Uh, I'm gonna finish the rest of my coffee. I think that might be the problem. It's [PII] and I'm still not done.
[AGENT][NEUTRAL] Probably so. Take a swig and keep chugging.
[CUSTOMER][POSITIVE] Thank you so much, Ms. [PII]. I really appreciate it.
[AGENT][POSITIVE] No problem. I'll have those to you in just a second.
[CUSTOMER][POSITIVE] Thanks. Take care. Bye-bye.
[AGENT][POSITIVE] Thanks, you too. Bye-bye.