AccountId: 011433970860
ContactId: 06047f74-02c4-430c-93b7-8f417c50de9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95919 ms
Total Talk Time (AGENT): 66517 ms
Total Talk Time (CUSTOMER): 35447 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/06047f74-02c4-430c-93b7-8f417c50de9b_20250114T15:06_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], this is [PII].
[CUSTOMER][NEUTRAL] I've got um Mr. [PII] on the phone. He is with group number 16,870.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's calling about renewing his group.
[AGENT][NEUTRAL] OK, um, let me see, it looks like they're in renewal so does he have questions about about the renewal?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, um, we wouldn't take that in billing that would need to go to to new business, um, let's see it would either be new business or sales it really kind of depends on um.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] What he's needing. Do you know if he's.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Let me go, um, he's just wondering how he can renew.
[AGENT][NEUTRAL] OK, so, um, what I would do is if you wanna go ahead and send him over to me I'll just let him know, um, that's information that he would need to get with his broker on um if you want me to I can.
[CUSTOMER][NEUTRAL] OK, now I can transfer him. I could transfer him to broker resources.
[AGENT][NEUTRAL] OK, you can um I mean they may not be able to give him very much because they usually would talk to the agent on that but yeah if you wanna go ahead and just send him over, they can let him know who his agent is and you know let him know that his agent should have that information so um, yeah, right, sorry.
[CUSTOMER][NEUTRAL] Yeah, let me do that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, definitely. Thank you. I appreciate it. All right bye bye.
[AGENT][POSITIVE] You're welcome. No problem, bye.