AccountId: 011433970860
ContactId: 056e2267-b2c7-4953-be7f-d73ce9569164
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102319 ms
Total Talk Time (AGENT): 24489 ms
Total Talk Time (CUSTOMER): 69210 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/056e2267-b2c7-4953-be7f-d73ce9569164_20250326T13:12_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] Calling this is.
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you doing?
[CUSTOMER][POSITIVE] Just trying to make a dollar and trying to keep a dollar, you know, never changes but we can finally do that. Thank you, [PII]. Hey, can I ask you a question? I'm, um, I'm finally building a relationship with Aon, uh, with, um, the blessing of [PII], and, uh, the, the.
[AGENT][NEUTRAL] I know it.
[CUSTOMER][NEUTRAL] Benefits managers just emailed me, but he always writes cryptically, you know, and I just want to know if you're allowed to tell me, do we have a current group called IV IVY Technology inforce.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, because he, he emails me. There used to be an old Aon lady, I think she was [PII] or something like that. He goes, Did you write IV technology? I mean, it had been written with [PII] when she was here.
[AGENT][NEUTRAL] Um, in [PII].
[CUSTOMER][NEUTRAL] Oh, that would be a new one. Do you have one in [PII]?
[CUSTOMER][NEUTRAL] I'm gonna have to get my nonresidents license.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, yes, we have a location and tech and uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, I'll I'll uh delve into it. I'll write him back is is it active?
[AGENT][NEUTRAL] Yes, and that's actually more information than I really can give you, but yes.
[CUSTOMER][POSITIVE] Oh, OK, that's fine. OK, alright, thanks, no problem, I appreciate it.
[AGENT][POSITIVE] All right, we'll talk to you later bye bye.
[CUSTOMER][POSITIVE] Alright you take care alright bye alright bye.