AccountId: 011433970860
ContactId: 2e57d5be-d4ff-4445-b33a-ef700e84dc7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99550 ms
Total Talk Time (AGENT): 37709 ms
Total Talk Time (CUSTOMER): 56530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/2e57d5be-d4ff-4445-b33a-ef700e84dc7e_20250407T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey [PII], my name is [PII], and I got a letter y'all are canceling me because you didn't receive a copy of my current errors and omissions certificate.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't, I don't know.
[CUSTOMER][NEUTRAL] I don't know anything about it, but what do you, I've got what I got it right here and, and is it for me or for my company?
[CUSTOMER][NEUTRAL] It's, it's
[AGENT][NEUTRAL] Um, are you a broker with us?
[CUSTOMER][NEUTRAL] It's address
[CUSTOMER][NEUTRAL] Uh yes, yes.
[AGENT][NEUTRAL] Yeah, so if you're a broker with us it would be for you.
[CUSTOMER][NEUTRAL] Who do I, who do I email this thing to?
[AGENT][NEUTRAL] Yeah, you can just reply back to the email. It should be the APL dash agent appointments email that emailed you initially.
[CUSTOMER][NEGATIVE] I didn't get
[CUSTOMER][NEUTRAL] I didn't hold on let me see. I, I got a letter APL.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] APL dash agent appointments.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I and I'm sure certain I would have sent this OK, so I'm just going to final notice and hitting reply.
[AGENT][NEUTRAL] Yeah, who's it replying to? Is it the APL agent appointments?
[CUSTOMER][NEUTRAL] And put C attack.
[CUSTOMER][NEUTRAL] It's to the email came from APL dash agent appointments at AMpublic.
[AGENT][POSITIVE] Oh, perfect.
[AGENT][NEUTRAL] OK, just making sure, yeah, it'll go to who it needs to get to and then they'll go from there and they'll get you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I will get this when we hang up.
[AGENT][NEUTRAL] So you just set up.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Bye.