AccountId: 011433970860
ContactId: 43f9d191-260b-48f3-838a-b75095ac5af5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181820 ms
Total Talk Time (AGENT): 57111 ms
Total Talk Time (CUSTOMER): 87680 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/43f9d191-260b-48f3-838a-b75095ac5af5_20250225T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi [PII]. I sent a group in about a week ago, um, oh jeez, hold on one second please, hang on one sec.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're OK.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] I said hi good how are you doing?
[AGENT][NEUTRAL] How are you?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I sent it awesome all is well. I, I sent a new case in about a week ago. uh, the group is called AGK.
[CUSTOMER][NEUTRAL] Consulting I think it is AGK Consulting and um I've been waiting to know that we're good to go um the owner just called me this morning and said hey are we, are we missing anything because I, I answered all [PII]'s questions and I thought we should be good to go. I just wanted to confirm if there's anything or do we have a group number yet or whatever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't know. Let's take a look.
[AGENT][NEUTRAL] I do see where there's a group number. Did they not send that to you yet?
[CUSTOMER][NEUTRAL] I haven't gotten anything um I just want the owner wanted to know if we're all set and we're good to go.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] And I can definitely confirm with [PII], but I mean I do see that um there's a group number and that they are.
[AGENT][NEUTRAL] Starting the process of like enrolling the.
[AGENT][NEUTRAL] Insured, like I can see that on my side.
[CUSTOMER][NEUTRAL] OK, because they were we're canceling their Trans America policy and I just want to make sure there was no issues before I termed the Trans America policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That's all I just wanna make sure I was good over here.
[AGENT][NEUTRAL] Yeah, I don't yeah I mean I don't see why not because I mean they're in our system and.
[AGENT][NEUTRAL] Yeah, active, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so they'll be good for [PII]. That's when this is [PII].
[AGENT][NEUTRAL] Yes, yeah, I see where, yes, I see where they're effective on [PII].
[CUSTOMER][POSITIVE] OK, alrighty thank you very much.
[AGENT][POSITIVE] Of course hope you have a great day.
[CUSTOMER][POSITIVE] You too, appreciate it thank you. Oh, I sent you a new group today too. I sent you another group in today called Sugar River.
[AGENT][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome, OK.
[CUSTOMER][POSITIVE] It's a brand new brand new group, uh, that'll be also for 3 months, you know, I was pushing them and pushing them to try to get them, get it in, but we got it everything in today so alright thank you thank you so much appreciate it.
[AGENT][POSITIVE] Awesome. OK.
[AGENT][POSITIVE] Of course have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.