AccountId: 011433970860
ContactId: 214439fd-bbf4-45e8-88a4-0dcbb298c57f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97029 ms
Total Talk Time (AGENT): 38073 ms
Total Talk Time (CUSTOMER): 60354 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/214439fd-bbf4-45e8-88a4-0dcbb298c57f_20250224T21:32_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hey [PII], good afternoon, um, I have a group. I work at Brown and Brown Insurance, uh, and I have a group that is going to go with, uh, the medical gap coverage. Um, I was just looking for a good contact number where I could email. I just wasn't able to find it here quickly, um, that I could share the email about them wanting to select the coverage and that way I could get some uh documents sent over my way. Is there a best contact for that type of stuff?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, there's a, are you want to email the information over to our sales department?
[CUSTOMER][NEUTRAL] Um, yeah, I would assume so. I've just been working with the marketing team here, uh, and a group made a decision, so I just wanna pass the decision along to the most appropriate employee.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Gotcha. Yeah.
[AGENT][NEUTRAL] Yeah, just send it to AP it just needs to come to APL dash sales.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] That comes to our team and who am I speaking with and I'll keep an eye out for it.
[CUSTOMER][NEUTRAL] My, yeah, yeah, for sure, my name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, and that was [PII] sales.
[AGENT][NEUTRAL] [PII], it's [PII]. Did you say [PII]? OK, I thought you said AT, sorry. OK, yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm, yep, yeah, yep.
[AGENT][NEUTRAL] [PII] the mhm.
[CUSTOMER][NEUTRAL] [PII] I might have said to you I don't know why [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. Alright, I'll send over a decision email and get the ball rolling on that. Appreciate it.
[AGENT][POSITIVE] OK. You're most welcome. You have a great day.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][POSITIVE] Thank you, bye bye.