AccountId: 011433970860
ContactId: 27502c00-6402-4bc5-b1cc-456396ec7b61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99739 ms
Total Talk Time (AGENT): 35060 ms
Total Talk Time (CUSTOMER): 46543 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/27502c00-6402-4bc5-b1cc-456396ec7b61_20250523T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi, this is [PII]. Actually, I wanted to, uh, ask you a couple things if you could pull up a group called Mobile Auto Glass.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think they're under mobile Auto Glass. If you can't find them then they're under Mr. Auto Glass, but I think it's mobile Auto Glass.
[AGENT][NEUTRAL] I think it's
[AGENT][NEUTRAL] I think it might be Mr. Auto Glass. I've seen that email come up a few times. I feel like, let me see though.
[AGENT][NEUTRAL] Mobile.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] So I have a Mr. Glass doors and Windows Manufacturing LLC but I don't have a mobile uh glass.
[CUSTOMER][NEUTRAL] No, that's not it. No, it's try Mr. Auto buss.
[AGENT][NEUTRAL] Mr. Auto Glass.
[AGENT][NEUTRAL] Yes, I have that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, they have new owners and I don't remember if we got them on the gap yet. I know I enrolled them in UHC, but I don't know if they sent me the GAP application, so I wanted to check with you. Their last name is [PII] Do you show anything for an [PII] or a or a [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I see an [PII] and I see a [PII], and they were both enrolled [PII].
[CUSTOMER][NEUTRAL] Well, that's him, yeah.
[CUSTOMER][POSITIVE] OK perfect OK let me let them know thank you.
[AGENT][NEUTRAL] OK, of course.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bye