AccountId: 011433970860
ContactId: 33b435cd-391a-4a81-8870-b304c9acaf98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224399 ms
Total Talk Time (AGENT): 106832 ms
Total Talk Time (CUSTOMER): 77417 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/33b435cd-391a-4a81-8870-b304c9acaf98_20250603T17:22_UTC.wav
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[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey, um, this is [PII]. I am appointed with you guys, but I haven't written any business, but we're about to, but we're about to start writing business, so I've got like a whole bunch of questions.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And would that be you or is there somebody else I should be directed to?
[AGENT][NEUTRAL] Well, I guess I need to find out what your questions are concerning, and then I can tell you more as to who and how and OK all right give me just a minute and I'll be right back with you, OK?
[CUSTOMER][NEUTRAL] New business.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Will
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] Really, well, we haven't even gotten that far. He just wants to know if on the person to talk to, so brand new. Do you know his name? I was hoping that I would not talk to him. Well, we need to figure out just to go.
[AGENT][NEUTRAL] OK, OK, so that's who, that's who I'll send them to. OK, let me get all that information and then I'll, OK.
[CUSTOMER][NEUTRAL] You gonna go what? Where were you put me last time? Hello, are you there?
[AGENT][NEUTRAL] Yes sir, give me just a second. I'm trying to get you connected back to my Bluetooth.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK. Can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna take all of your information and I'm gonna have one of our sales managers give you a call to kind of go over all of the questions you have about writing the business and then the process and all of that.
[CUSTOMER][NEUTRAL] I don't need too much.
[CUSTOMER][POSITIVE] Yeah, that's exactly what I need to know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know when that would be because I sent an email like a day or two ago and and the response said to call this number.
[AGENT][NEUTRAL] OK, um, uh, I'm not sure who did, who did you email. If it wasn't our sales email, then it was probably good customer service.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK, um, give me, uh, your name and number or your, what is your first and last name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK. And what is your phone number?
[CUSTOMER][NEUTRAL] [PII] A R R I N G [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] he spilling that everywhere, dude or whatever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And, um, what, uh, county and state are you in?
[CUSTOMER][NEUTRAL] What's civilian coming again?
[AGENT][NEUTRAL] Uh, state and county.
[CUSTOMER][NEUTRAL] State you said?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] State of [PII]. What was the other question? I couldn't hear you.
[AGENT][NEUTRAL] Uh, county.
[CUSTOMER][NEUTRAL] County, uh [PII]. It's spelled [PII]
[AGENT][NEUTRAL] So she just
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, I would assume you will have a call back from our sales leader um within by tomorrow at the latest, but most likely today.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, sir. Thank you.
[CUSTOMER][NEUTRAL] Alright bye.