AccountId: 011433970860
ContactId: 11074ad7-ec40-41f4-9f06-05f8f3774182
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327600 ms
Total Talk Time (AGENT): 93248 ms
Total Talk Time (CUSTOMER): 80103 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/11074ad7-ec40-41f4-9f06-05f8f3774182_20250506T17:09_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], how are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Doing good actually I need uh the proposal for a renewal of mine uh so I can submit the renewal paperwork. Can I give you that group number?
[AGENT][NEUTRAL] Um, first, could you give me your name, please?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII] and my last name is [PII].
[AGENT][NEUTRAL] Very [PII]. OK, and what is the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Group number is 24776.
[AGENT][NEUTRAL] OK, let me put you on a brief hold while I look for that, OK?
[CUSTOMER][NEUTRAL] Yeah, now remember it's not the real, it's not the renewal letter. It's not a coverage participation form. It's the the proposal that under that underwriting would have used, um, that's dated this year, like maybe 2 or 3 months ago.
[AGENT][NEUTRAL] It's the proposal.
[AGENT][NEUTRAL] OK, yeah, let me put you on a brief hold and see if we have it, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] I am not seeing the proposal, but I'm happy to put that request in for um our underwriting team to complete.
[CUSTOMER][NEUTRAL] No, it's, it's completed um because in order for them to generate the renewal, they have to go through this exercise.
[AGENT][POSITIVE] Yes, I just don't have access to it, so I'm happy to put a request I'm happy to put in a request so I can get access to it. Um, it might take a day or two just because we have a company meeting and I'm not quite sure who all is attending that, um, but we should be able to get it to you shortly.
[CUSTOMER][NEUTRAL] Um, I, this is
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can you ask [PII]? I mean, my
[CUSTOMER][NEUTRAL] I, I, I don't have a day or two to wait for the proposal. I'm sorry, it's a PDF that's already generated. It's a matter of finding who has it, grabbing it, putting it in an email, and sending it off to me.
[AGENT][NEUTRAL] OK, sure, I'll check with her, OK? Let me put you on hold for a second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I checked with her to see if maybe there's another way that she knows how to get it or get it faster. I, I can't wait 2 days to get a simple PDF that was generated over over 2 months ago or a month ago.
[AGENT][POSITIVE] Sounds great. Let me put you on hold, OK?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] No, you're good, you're good. Um, so I have [PII], and he, um, is looking for a proposal. It's not in the tracker folder and I said I'm happy to put a request in. We'll probably get it in with a day or two. And he goes, I don't have a day or two. We need to get it today.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 24776.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you need his phone number or you just email him?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good. Thank you. Bye bye.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] [PII] said that she's gonna um be reaching out to you um and see if she can get that done for you.
[CUSTOMER][POSITIVE] OK, great. Thank you so much, [PII]. I appreciate it, OK?
[AGENT][POSITIVE] Yeah, you have a great rest of your day.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye bye.