AccountId: 011433970860
ContactId: 1a115204-31e3-42d0-b37c-138786c18d26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118629 ms
Total Talk Time (AGENT): 63100 ms
Total Talk Time (CUSTOMER): 40292 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/1a115204-31e3-42d0-b37c-138786c18d26_20250516T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name's [PII]. I'm one of your brokers in [PII]. How are you?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][NEUTRAL] OK, OK, I'm just checking to see I had sent in a renewal, uh, request for one of my groups.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I hadn't heard anything back, and I just want to make sure everything's OK.
[AGENT][NEUTRAL] Uh, how long ago did you send it?
[CUSTOMER][NEUTRAL] It was dated 428.
[AGENT][NEUTRAL] Um, I see.
[AGENT][NEUTRAL] Typically, it's still in line to be worked, but let me see, it's a little bit longer than, yeah.
[CUSTOMER][NEUTRAL] Can I give you the group, can I, can I give you the group number? Uh, it's 26493.
[AGENT][NEGATIVE] Yeah, and with renewals you're not actually going to um.
[AGENT][NEGATIVE] You're not gonna hear anything back from us, and did you like, did you receive an email saying that's like at least been sent off to be processed?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, 261-93.
[CUSTOMER][NEGATIVE] I sent it in and I haven't heard anything.
[AGENT][NEUTRAL] OK, because um when it's done we don't really send out notification when it's done you just start receiving your bills.
[AGENT][NEUTRAL] So let me look in a couple of places.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, it looks like it's complete, says that it's complete and it's released, so yeah, it looks like it's done.
[CUSTOMER][POSITIVE] Super, that's what I needed to know.
[AGENT][POSITIVE] Um, yeah, yeah, looks like they're good.
[CUSTOMER][NEUTRAL] All right, I'll sleep better this weekend, OK.
[AGENT][NEUTRAL] Yeah, there you go.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, of course, yeah, I hope you have a good day.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.