AccountId: 011433970860
ContactId: 333c04fe-a7f7-4edf-9f8c-7bca8668c78f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304720 ms
Total Talk Time (AGENT): 92711 ms
Total Talk Time (CUSTOMER): 130641 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/333c04fe-a7f7-4edf-9f8c-7bca8668c78f_20250130T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], producer, Shawny Mission, [PII]. Uh, I just wanted to confirm, um, contracting received a copy of my renewal of my agency ENO. I faxed it [PII].
[AGENT][NEUTRAL] OK, yes sir, we can check on that, um, and what state did you say that was again?
[CUSTOMER][NEUTRAL] [PII], uh huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I've got a number here 483-689-99.
[CUSTOMER][NEUTRAL] 483-689-9 [PII] request for ENO coverage.
[AGENT][POSITIVE] OK. OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, actually I'm gonna transfer you over to our sales team, our broker resources, and um to check on that if you don't mind.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and before I do that, do you mind if I get a callback number just in case?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that. OK, it'll be just a minute. I'll have someone on the line for you.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][POSITIVE] Sure, appreciate it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, yes sir, yes ma'am mhm.
[AGENT][NEUTRAL] Um, now they are all in a meeting this morning and probably will be for about another hour, um, but I will absolutely get the message over to them to give you a call back about this.
[CUSTOMER][NEUTRAL] Uh, uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, well, I'm, yeah, I'm, I'm a caregiver for a [PII] and a [PII] and trying to secure the office and so, um, I faxed it [PII]. This is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And for [PII]
[CUSTOMER][NEUTRAL] And again the number was 483-689-9 reference number according to APL's email of [PII].
[CUSTOMER][NEUTRAL] And I faxed my ENO [PII].
[CUSTOMER][NEUTRAL] And uh to the number of uh may fax 1844539.
[CUSTOMER][NEUTRAL] 3507.
[CUSTOMER][NEUTRAL] So if they can just acknowledge receipt in an email back to me and my email is letter [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So I'll probably be out by the time they call back so.
[AGENT][NEUTRAL] OK. Yes, sir.
[AGENT][NEUTRAL] OK, I do have that email.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] So that's all all they need to do is acknowledge, yeah we got it you're good.
[AGENT][NEUTRAL] OK. OK. Yes, sir.
[AGENT][NEUTRAL] OK, I will get this to them. I sure will.
[CUSTOMER][POSITIVE] Sure, that'll be fine. Great, appreciate your help.
[AGENT][NEUTRAL] And actually yes um I'm sorry, I was trying to look up the ENO screen in our system and it does show that the expired expiration date on yours is [PII] [PII], so it has been received, um, but I will let them know you need a.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so if you just send me an email, yeah, somebody can just send me an email because you know, uh, yeah, I fax it, but if I fax it to the wrong number or what, so if they just send me, yeah we got it thanks that's all I need.
[AGENT][NEUTRAL] Yes, confirmation.
[AGENT][NEUTRAL] Yes, yes, sir.
[AGENT][NEUTRAL] OK, yes sir, I sure get that message, but we did get our system is updated, but I understand you need that email. OK, yes sir.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Yeah, yeah, OK doke thank you ma'am alrighty.
[AGENT][POSITIVE] All right. You're welcome. Thank you.
[CUSTOMER][POSITIVE] Have yes ma'am have a good day.
[AGENT][NEUTRAL] You too.