AccountId: 011433970860
ContactId: 1ef2e0a4-3791-459d-8c99-884291cff6f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283549 ms
Total Talk Time (AGENT): 101017 ms
Total Talk Time (CUSTOMER): 175628 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/1ef2e0a4-3791-459d-8c99-884291cff6f3_20250107T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, [PII]. Happy New Year. It's [PII]. How are you?
[AGENT][POSITIVE] I'm good [PII] how are you?
[CUSTOMER][NEUTRAL] Yeah, not too bad, [PII]. Hey, [PII], um, I have a broker asking me, uh one is a group, a new group is gonna be posted. It's uh [PII] effective. Can you look at your crystal ball, see where the flow is? It's called.
[AGENT][NEUTRAL] I can sure try.
[CUSTOMER][NEUTRAL] Thanks, it's called Poly Level, two words, polylevel USA.
[AGENT][NEUTRAL] Alright, give me a sec.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Hope your [PII]'s off to a good start.
[CUSTOMER][POSITIVE] Yeah, yeah, it's all good. Beautiful weather here in [PII], which makes nobody wanna work, yeah.
[AGENT][NEUTRAL] What do you?
[AGENT][NEUTRAL] Look at you, it was 12 degrees here this morning.
[CUSTOMER][NEUTRAL] I, uh, I know it's cold. I know my kid got 2 inches of snow up in [PII], probably more, haven't talked to him in a day.
[AGENT][POSITIVE] Oh man, yeah, it's fun stuff.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Yeah, but I always say you can always dress warm, you can't dress cold because when it gets here at 9, 98% humidity, when it's 98 degrees outside, it's a bitch. I would, you know, yes, yesterday, I had to take my wife's car in for 3-hour oil changes, but it was such a beautiful like [PII] day here in [PII]. Blue skies, winds coming out 15 knots and, you know, like 69 degrees with no humidity, just like [PII] without the taxes on the crazy people.
[AGENT][NEUTRAL] Yup. Yup.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][MIXED] Yeah, the whole, it's such a gorgeous state but so messed up in so many ways.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] So, do you know when that one was sent in?
[AGENT][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] Well, that would be a good thing if I didn't send it in. That would have been, hold on, I was just gonna ask your application, yeah, I sent it in in uh [PII] at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, hold on, wait, I sent that to maybe he didn't send it in.
[CUSTOMER][NEGATIVE] Wow, I'll have to find that out. All right, maybe I screwed up.
[AGENT][NEUTRAL] We keep looking, uh, probably not.
[CUSTOMER][POSITIVE] That's a good one.
[AGENT][NEUTRAL] Let's see, let me just look one more please.
[CUSTOMER][NEUTRAL] Well, I'm, I'm finding out there's a lot of cases where you guys aren't getting the group coverage for for some reason, but
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But this is a whole, this is a whole group, [PII], or maybe I just sent it in underneath my different name. Oh, I did. Um, I sent it in underneath my name name other nuts. Uh, I sent it out on the [PII].
[AGENT][NEUTRAL] OK, let me, let me.
[AGENT][NEUTRAL] OK, let me look somewhere else.
[AGENT][NEUTRAL] Exhaust all efforts.
[CUSTOMER][NEUTRAL] Yeah, keep looking. I gotta find out if somebody's at the front door now. No, nobody's at the front door.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] The dog's losing his mind.
[CUSTOMER][NEUTRAL] Yeah, I, I, uh, have my older sister-in-law here and uh with her dog, little prima donna, both of them.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I have my middle kids still here from [PII] and my older sister-law, she's leaving tomorrow at [PII], back to [PII].
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] That's nice.
[CUSTOMER][POSITIVE] Yeah, it was nice. Yeah, it was a good run.
[AGENT][POSITIVE] Very fun.
[AGENT][NEUTRAL] Well, I looks like we got it um and it's been submitted to a new business to work. I just, it doesn't, it hasn't been done yet.
[CUSTOMER][NEUTRAL] OK, alright, that's what I'll tell him.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like it was over let's see, looks like we sent it over the same day we got it [PII], so yeah, maybe just another couple of days.
[CUSTOMER][POSITIVE] All right, I'll tell her. All right, you take care and stay warm. Are you working out of your house or what?
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] No, I'm in the office today.
[CUSTOMER][NEUTRAL] So what do you gotta do? You gotta like uh start your car up remote or something if you're so lucky to have a car that starts up remote with 12 degrees? OK. All right. OK, I missed those days from [PII]. OK, mama, you take care. All right, thanks.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I do not. I, I, I don't, I don't enjoy 12 degree days, that's absurd.
[CUSTOMER][NEUTRAL] Well, as long as the wind's not whippy, but I know it cuts like a knife in [PII], you know, but I, but I've, I,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Well, it was blowing on Sunday, like 50 miles an hour all day, and it was like 20 degrees. So it was horrible.
[CUSTOMER][NEUTRAL] Oh, was it? Oh wow. OK. Uh-huh.
[CUSTOMER][NEGATIVE] Yeah, that's horrible. OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] Mhm. Well, all right. We'll be, we'll talk soon. All right, bye.
[AGENT][POSITIVE] All right. All right. Take care, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye bye. You too, bye.
[AGENT][NEUTRAL] Mhm