AccountId: 011433970860
ContactId: 2149208c-760a-4845-b9c4-d3aeab1d1da4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255600 ms
Total Talk Time (AGENT): 94365 ms
Total Talk Time (CUSTOMER): 87975 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/2149208c-760a-4845-b9c4-d3aeab1d1da4_20250620T19:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And you say your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm with a company called Engage and I wanted to speak to somebody in regards to your gap plan again so we're a bro we're a GA, uh, working with brokers throughout the country, and we're looking, uh, for, um, a gap plan solution.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, do you have somebody that you could direct me to?
[AGENT][NEUTRAL] Um, actually I would get your information, so, um, name, phone number, and email, and I will have them reach out to you, yeah, so could you spell your first and last name for me please?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] First name is [PII] spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's a good email address if you have one.
[CUSTOMER][NEUTRAL] Um, it is, uh, my first name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then, uh, what state are you?
[AGENT][NEUTRAL] Mainly out of.
[CUSTOMER][POSITIVE] Um, our home base, uh, you can use [PII], great.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And do you have an agency name that you would like me to give?
[CUSTOMER][NEUTRAL] Sure, engage N hyphen G A G E.
[AGENT][POSITIVE] Perfect. OK, well I will get our um Wisconsin um.
[AGENT][NEUTRAL] Representative to give you a call and they can go over the gap um.
[CUSTOMER][NEUTRAL] And who's that person?
[AGENT][NEUTRAL] Um, honestly.
[AGENT][NEUTRAL] I think it's
[AGENT][NEUTRAL] You ask me that. Hold on.
[AGENT][NEUTRAL] Like um.
[AGENT][NEUTRAL] Give me just a second, let me see if I can get a quick answer.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You doing OK today?
[CUSTOMER][POSITIVE] I'm doing it's a Friday. I'm ready for my day to be done.
[AGENT][POSITIVE] Yeah. You're right. Happy Friday though.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Ready for the weekend as well.
[CUSTOMER][NEUTRAL] Yeah, I, we're, I was a colleague of [PII]'s in the past and I would call him, but um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He is no longer with you, it doesn't appear.
[AGENT][POSITIVE] He's not, no, he's not. Um, I only worked with him for a bit, but he was very kind. Um, so my thought was, my thought was correct, yes, my thought was correct. It is [PII].
[CUSTOMER][POSITIVE] Great, sounds like [PII].
[AGENT][NEUTRAL] Um, so I will send him your information and then he will reach out and he will start the process of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Give me a call. Awesome thank you.
[AGENT][POSITIVE] Yeah, of course. Yeah, I hope you enjoy your day.
[CUSTOMER][NEUTRAL] OK, what, uh, oh, can you, can you say his name again, [PII]?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, um, so it's the last name is [PII].
[CUSTOMER][NEUTRAL] [PII], what's it?
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Excellent
[AGENT][POSITIVE] All right. Well, I hope you enjoy your day.
[CUSTOMER][POSITIVE] You too have a great weekend bye bye.
[AGENT][POSITIVE] Thanks. Yes, bye.