AccountId: 011433970860
ContactId: 34ac96f1-df6d-4345-aae3-b590a510d247
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106599 ms
Total Talk Time (AGENT): 37716 ms
Total Talk Time (CUSTOMER): 65796 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/34ac96f1-df6d-4345-aae3-b590a510d247_20250521T14:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEGATIVE] Oh hey, you are very muffled. Can you uh try talking again or something? Can you hear me?
[AGENT][NEUTRAL] Yeah, this is [PII] with APL.
[CUSTOMER][NEUTRAL] Oh, way better, way better, [PII]. Hey, I'm a, uh, insurance broker in [PII]. I haven't written any business with APL or nor my contracts, but I wanted to get in touch with like your carrier sales rep that covers [PII], talk about some products in a perspective case.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Um, yeah, can I, I would actually, if I could get your information and then I'll actually give um your information to one of our internal sales reps and they can give you a call.
[AGENT][NEUTRAL] And um and talk to you.
[CUSTOMER][NEUTRAL] Oh really? OK, you say you don't have it on the ground. It's all like, OK, I got you. That's fine. Um, OK, uh, formerly [PII], but my, everybody calls him by my initials [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And email address is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Company is plural, so it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] LLC LLC is in limited liability [PII] so [PII].
[AGENT][NEUTRAL] Perfect I'll send this information to um her name is [PII] um and I will I'll send her this information and she'll reach out um and then you guys can go from there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Um.
[CUSTOMER][POSITIVE] Cool, thanks for your help.
[AGENT][POSITIVE] Yeah, of course I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks bye.