AccountId: 011433970860
ContactId: 2292cb4d-ef9b-44c7-b774-0ccc1e1e6fa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76639 ms
Total Talk Time (AGENT): 36994 ms
Total Talk Time (CUSTOMER): 31294 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/2292cb4d-ef9b-44c7-b774-0ccc1e1e6fa1_20241231T16:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, hi, [PII], my name is [PII] and I'm with um ASD Insurance, and I was calling about a renewal that we had, uh, submitted um late on [PII], and I just wanted to see if it had been processed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. Do you have a group number for that employer or the name either way? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 24464
[AGENT][NEUTRAL] Let's see. Plainia Nursery, is that right?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Looks like that was completed on the [PII]. So yeah, it looks like it was taken, yeah, so it's it's all been done and renewal date is [PII].
[CUSTOMER][NEUTRAL] OK awesome and um is there a reference number for calls?
[AGENT][NEUTRAL] Uh, we don't give out reference numbers. Um, my name is [PII], and today's date, if you need a reference number, sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and you said it was, uh, completed on [PII], correct?
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][POSITIVE] OK, awesome. Thank you. I appreciate it. Um, have a good day and a good [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're most welcome.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.