AccountId: 011433970860
ContactId: f38c42c8-c40c-4f12-9f9f-598a6e262c2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155520 ms
Total Talk Time (AGENT): 80801 ms
Total Talk Time (CUSTOMER): 85270 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f38c42c8-c40c-4f12-9f9f-598a6e262c2b_20250117T18:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. It's [PII]. How are you?
[AGENT][POSITIVE] I'm good. I haven't talked to you in a long time.
[CUSTOMER][NEUTRAL] I was just about to say those exact same words.
[AGENT][NEUTRAL] What's going on today?
[CUSTOMER][NEUTRAL] Well, I have an adminis one of the administrators for a group on the line who is wanting to get a copy of the of the group's policy, not an individual policy, but the group itself, um, the group number, [PII] is 26657 for Boca Holdings LLC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII] on the line. I verified all the group information with her now she did give me her cell number if something happens to the call.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, OK, perfect.
[CUSTOMER][NEUTRAL] And that phone number for her cell is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect, send her my way.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a wonderful weekend. It was so good to talk to you.
[AGENT][POSITIVE] You too, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] Alright. You too, [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][NEUTRAL] Good. I understand you're looking for the certificate of coverage for your group. Is that correct?
[CUSTOMER][NEUTRAL] I, no, no, no, I have someone who's asking, uh, you know, another, um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Like superior that's asking for a company policy like we never got any like paperwork like that our our policy.
[AGENT][NEUTRAL] Oh well that's that that's the same thing it's called the certificate of coverage. Yes, it's the same thing it's a big like probably 45 page document that goes over all of the, the plan that the group has that your group has, and then all of the terminology and everything like that.
[CUSTOMER][NEUTRAL] It's the same thing? OK.
[CUSTOMER][POSITIVE] OK, yes, that's what I need.
[AGENT][NEUTRAL] So I can, yeah, I can send it your way and then if you need something additional, you can just reach out and, you know, let me know. Um, would I be sending this to [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, it's gonna take me just a short amount of time. It'll take me probably maybe 10 minutes to get that put together in an email and sent your way.
[CUSTOMER][POSITIVE] OK, you're the best thank you so much for your help.
[AGENT][POSITIVE] Oh, not a problem, [PII]. Is there anything else that I can help with today?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Excellent. Well, I hope you have a great weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thanks so much.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] All right bye.