AccountId: 011433970860
ContactId: 0ba608a9-2434-463e-83a3-d45b8a831ad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142850 ms
Total Talk Time (AGENT): 21064 ms
Total Talk Time (CUSTOMER): 35765 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0ba608a9-2434-463e-83a3-d45b8a831ad5_20250530T15:53_UTC.wav
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[AGENT][NEUTRAL] Yo, this is [PII].
[CUSTOMER][NEUTRAL] Hello, hi, um, can I speak to [PII] please?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Looks like she's in a meeting.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just trying to see if they reinstated one of the groups.
[AGENT][NEUTRAL] Yeah, it looks like she's in a meeting until [PII].
[CUSTOMER][NEUTRAL] I'll give you the group number with.
[CUSTOMER][NEUTRAL] OK, could you pull up 18,190 and excuse me, 18,190 and see what you see?
[AGENT][NEUTRAL] 181971.
[AGENT][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Yeah, it's very brown green.
[AGENT][NEGATIVE] This group looks lapsed.
[CUSTOMER][NEUTRAL] Yeah, that's a mistake and we're just trying to get it corrected. Is [PII]?
[CUSTOMER][NEUTRAL] She was working on it for me.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Really hard to hear you. I don't know if what you're talking on.
[AGENT][NEUTRAL] It looks like we're waiting on an approval from underwriting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Thank you. Well, hopefully they'll have something today we've been we've been waiting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] Bye bye.