AccountId: 011433970860
ContactId: fbd6d196-3c87-4c73-9aed-96e3d603d76d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155279 ms
Total Talk Time (AGENT): 60560 ms
Total Talk Time (CUSTOMER): 92366 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/fbd6d196-3c87-4c73-9aed-96e3d603d76d_20250528T22:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm calling. My name is [PII]. I'm an agent of record for a group that has APL, um, gap insurance. I have, I have the group's, um, number, and, um, let me know when you're ready and I'll give that to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, yeah, I'm ready when you are.
[CUSTOMER][NEUTRAL] It's 80027.
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Should
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] Thank you. OK, this was is it uh Florida Pavement Services?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, [PII], I don't see you as a contact for this group. Um, are you able to verify, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] It it should be where yeah I can verify it's no it's OK. I'm with um Legacy Financial Consulting we're the agent of record for the company. I can give you their address that's OK. No, it's OK. It's girl, let me tell you.
[AGENT][POSITIVE] Oh, I'm so sorry I spaced you saying that I'm so sorry it's late.
[AGENT][NEUTRAL] Are you with, uh, is it a Legacy Finance?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Got it. OK, I'm so sorry about that. Uh, what can we help you with today?
[CUSTOMER][POSITIVE] That's OK, don't worry.
[CUSTOMER][NEUTRAL] Um, I just wanted to really quickly, I just wanted to verify what met big plank do they have because I'm not in the office at the moment and I can't seem to find if they're, I think they're on plan 4 but I just wanted to double check with you.
[AGENT][NEUTRAL] What kinds they have, you mean? Um.
[CUSTOMER][NEUTRAL] The, yes, they have the APL med link, right? I'm just trying to think, do they have plan 4? I think it's plan 4, but I just wanna double check.
[AGENT][NEUTRAL] For uh the Medlink?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I see Medlink SFS.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Maybe by the coverage amount it should be I think it's 3000.
[AGENT][NEUTRAL] I can look at one of the employees give me just a moment or were you looking for one in particular?
[CUSTOMER][NEUTRAL] Per covered
[CUSTOMER][POSITIVE] Oh that would be great, yeah.
[CUSTOMER][NEUTRAL] I mean they both have both of the employees on there have the same exact plan. I'm just trying to remember.
[AGENT][NEUTRAL] There it is. I've met plan 4, that gets it, OK.
[CUSTOMER][POSITIVE] OK, it is the plan for? OK, OK, wonderful, thank you so much for verifying that for me. I appreciate it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too you too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.