AccountId: 011433970860
ContactId: 3988ff3f-9b01-46ec-b669-8f3ece0844a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94400 ms
Total Talk Time (AGENT): 34202 ms
Total Talk Time (CUSTOMER): 53931 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/3988ff3f-9b01-46ec-b669-8f3ece0844a4_20250321T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm at the [PII]'s office.
[CUSTOMER][NEUTRAL] Uh sorry, deep in my mouth. Um, and I, I am calling because I'm needing help and I can't find another number for, for a representative. We have a um.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] An account that is set to renew on [PII], but the owner got a notice and he's kind of panicking thinking that it isn't renewing. um, it's a, um, they wanna renew it as is. Can you check on the account and make sure everything is good to renew as it is?
[AGENT][NEUTRAL] OK, let me get you pulled up here.
[CUSTOMER][NEUTRAL] Like, is there a form or something they need to sign?
[AGENT][NEUTRAL] Um, you know, I'm not sure, so is he on an individual plan under a group or is he?
[CUSTOMER][NEUTRAL] So, [PII] is the broker. I mean, I'm in the broker's office. The, the group is Sioni Inc C I O N I, Inc. the numbers 22756.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 22756. OK, I'm sorry, can you spell the uh group name for me one more time?
[CUSTOMER][NEUTRAL] C I O N I
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is a good phone number for me to give you a call back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, give me about 15 minutes. I'm gonna do some research and I'll give you a call right back.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] All right, thank you.