AccountId: 011433970860
ContactId: 396fd2ed-944b-4ed1-9d82-1c15f3fda712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181570 ms
Total Talk Time (AGENT): 41431 ms
Total Talk Time (CUSTOMER): 128228 ms
Interruptions: 3
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/396fd2ed-944b-4ed1-9d82-1c15f3fda712_20250414T16:23_UTC.wav
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[AGENT][NEUTRAL] Hello, [PII], this is [PII].
[CUSTOMER][NEUTRAL] A and
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Hi, how can I help you?
[CUSTOMER][NEUTRAL] Hey dear, this is [PII]. I'm sorry, we kinda had a bad connection there for a second. Well, I see, I got you and I was I am in you.
[CUSTOMER][NEUTRAL] I thought maybe you had stepped away from your desk. Hi, Ms. [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, I was just trying to figure out who would handle it, but no one's writing me back in our, in our chat, so I
[CUSTOMER][NEUTRAL] Right, yeah, I, yeah, I, I get that too. I get that too, honey, trust me, um, so I'm just trying to figure out who do we send these people to that the [PII] agency used to.
[AGENT][NEGATIVE] have no clue.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Work
[CUSTOMER][NEGATIVE] You know, he's, oh he's very good natured, very, you know, the, the insured, but he's like, I have no agent. They have closed. I can't get in contact with anybody. I'm like, oh God, oh God, I understand, you know.
[AGENT][NEUTRAL] So in a [PII] group or I don't, I don't, I don't that I don't know what the means.
[CUSTOMER][NEUTRAL] And we do.
[CUSTOMER][NEUTRAL] No, this is not, this is one of the oldest companies that we had this agency was with us for years, um.
[CUSTOMER][NEUTRAL] For years and now apparently they're no longer with us. Let me see.
[CUSTOMER][NEUTRAL] If [PII] knows cause she, she worked with him real well, she's gone to lunch.
[AGENT][NEUTRAL] Do you know the group number?
[CUSTOMER][NEUTRAL] It was, I do, let's see, it was Lincoln Parish School Board 6704.
[CUSTOMER][NEGATIVE] Aren't you smart? I didn't even think about that. Good gosh, somebody. I just went right to nobody's listed on the freaking policy. Oh no.
[CUSTOMER][NEUTRAL] So [PII], help me look. [PII].
[AGENT][NEUTRAL] Um, did we try the [PII] guy or no?
[CUSTOMER][NEUTRAL] I'm looking
[CUSTOMER][NEUTRAL] You are brilliant thank you [PII]. I get in a panic I guess. No, you know, not that's he is showing active in our system that is 00, so I am going to give Mr. [PII], Mr. [PII]'s information since he was with he was he's retired now but he was with Lincoln Parish School Board.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I think that's why I was kind of in a panic. I was like, oh God. I said Mr. [PII] should still be able to help him, you see.
[AGENT][POSITIVE] Yes, he should be able to help. I mean, I showed him as being active.
[CUSTOMER][NEUTRAL] Yeah, he's active. I was just wondering since the insured was retired, but that's where we're gonna start, OK, dear?
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Thank you, [PII]. You're awesome. I do appreciate it. Bye dear.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] All right. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.