AccountId: 011433970860
ContactId: f3278e98-a262-4aff-bae4-f3110649c8fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207270 ms
Total Talk Time (AGENT): 97361 ms
Total Talk Time (CUSTOMER): 78284 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/f3278e98-a262-4aff-bae4-f3110649c8fb_20250428T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on behalf of [PII]. He's the agent.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I sent an urgent email to sales around [PII] this morning for a quote for Lakeside Dental and Wellness.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my boss needs to leave by [PII], um, and I was hoping to get a Medlink 9 quote for this group.
[AGENT][NEUTRAL] OK. What time did you say you sent it?
[AGENT][NEUTRAL] Around [PII]? OK. What state is this group in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] What email address did you send it to?
[CUSTOMER][NEUTRAL] I sent it to sales but um.
[AGENT][NEUTRAL] Just the OK.
[CUSTOMER][NEUTRAL] Yeah, [PII] and [PII] says urgent please need quote by [PII] Lakeside Dental and Wellness.
[AGENT][NEUTRAL] In public, OK.
[AGENT][POSITIVE] Perfect, let me see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And was that from you? Oh, I think I found it. I think I found it. Hang on.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yeah, 10, we got 10 then. Hold on just one second.
[CUSTOMER][POSITIVE] I think I gave you everything you need.
[AGENT][NEUTRAL] We see is current just give an error message just so attached because the sense it's attached and then please put a 5000 IP with a 1000 per current, OK, alright, let me, um, see if we can get on this really quick. Sorry, um, doesn't look like anybody's looked at it just yet. I mean they've seen it, but I don't know if it's been submitted. So let me verify this has all been submitted and where, where we're at. What's the contact number for you?
[CUSTOMER][NEUTRAL] Uh, phone number [PII].
[AGENT][NEUTRAL] Actually, yeah. OK.
[CUSTOMER][NEUTRAL] [PII] or no that's my phone number uh cell phone number uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, hang on, let me look at something real quick. Let me see if I can see it out here in our.
[AGENT][NEUTRAL] No mission thing here.
[CUSTOMER][NEGATIVE] I tried to use the quoting site but it keeps giving me errors.
[AGENT][NEUTRAL] Oh OK, sorry about that. I'll have to see what's going on, make sure there's not any issues going on with that. I just wanna look and see if maybe someone has.
[CUSTOMER][NEUTRAL] I tried these in
[AGENT][NEUTRAL] Internet.
[CUSTOMER][NEUTRAL] Yeah, I tried using different browsers and it wasn't a browser.
[AGENT][NEUTRAL] Oh goodness. OK, let's see Lakeside Dental. Just looking to see if it if a deal has been created on it so I can see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] Oh come on computer.
[CUSTOMER][NEUTRAL] I hear you. I don't think Monday's computers like to work either.
[AGENT][NEUTRAL] Right, doesn't look like anybody has submitted it just yet, but it looks like somebody's working on it so let me, let me check into this further and I'll give you a call back here in just a few minutes, OK?
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're most welcome. I'll talk to you soon, [PII].
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Mhm bye bye.