AccountId: 011433970860
ContactId: 411baa43-377e-41a9-980c-c3167c50397f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106489 ms
Total Talk Time (AGENT): 24759 ms
Total Talk Time (CUSTOMER): 33211 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/411baa43-377e-41a9-980c-c3167c50397f_20250423T13:52_UTC.wav
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[AGENT][POSITIVE] Good
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK you
[CUSTOMER][POSITIVE] Yes, good morning how are you today?
[AGENT][POSITIVE] I'm good. How can I help?
[CUSTOMER][POSITIVE] Wonderful, I'm calling regarding group 2308027.
[AGENT][NEUTRAL] That's probably a little too long for one of our group members. Uh, what is the group name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Seeing that this morning
[AGENT][NEUTRAL] How can I
[CUSTOMER][NEUTRAL] Uh, that I believe that group was AOR out of our company and I just wanna confirm what date it was done.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Fortune Insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe it used to be the AOR for this group. I mean the group, uh, we used to be the agent record for this group, but I believe it was changed.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I believe
[CUSTOMER][NEUTRAL] I just wanted, I, I just wanna know what date it was done like what what was the effective date of the change?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] The effective date for that AOR change was uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, just wanted to confirm thank you so much and have a wonderful day.
[AGENT][POSITIVE] Not a problem you too thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thanks bye.