AccountId: 011433970860
ContactId: 455bca40-1097-44dc-8854-90f636a3893c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273690 ms
Total Talk Time (AGENT): 77829 ms
Total Talk Time (CUSTOMER): 135322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/455bca40-1097-44dc-8854-90f636a3893c_20250522T13:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey [PII], I was just on the phone with one of your associates and the call just went silent and I stupid stupid me did not write down her name or extension number or anything like that. She was trying to help me get a temporary card for a client. I'm a broker, both of my administrative assistants who normally do this are out, and I have the group name and number, um, but I just need to get a temporary card if possible.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] OK, so you're just needing a temporary ID card for one of the insureds for a group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what group is this for?
[CUSTOMER][NEUTRAL] It's gonna be for Precision Maintenance Incorporated and the group number that's attached to the renewal document is 26534.
[AGENT][NEUTRAL] OK, and who am I speaking to?
[CUSTOMER][NEUTRAL] [PII], I'm the broker.
[AGENT][NEUTRAL] Alright, hold just a moment, let me get that pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm guessing your assistants are already on their holiday weekend.
[CUSTOMER][NEGATIVE] Well, one of them is, and good wise enough for her, she decided to take off PTO time today and tomorrow and have a long weekend, and then my other one, daughter has a school function today as our school year is winding down, so they left me to hold down the fort, and, you know, that's not a good thing.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That can be a dangerous thing, right?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK [PII] and who is it that we're looking for?
[CUSTOMER][NEUTRAL] We're looking for see if I can give you his.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Let me get this.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] I can let me.
[AGENT][NEUTRAL] OK, so I've got [PII].
[CUSTOMER][NEUTRAL] That would be him that's him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, let me get another system opened up. It'll take me a hot minute now do you have um your online service center account set up?
[CUSTOMER][NEUTRAL] Uh, they do. I, I, but I don't have access to that. They normally sign in and do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm sorry, otherwise I would jump on there and do it myself but.
[CUSTOMER][NEUTRAL] It's uh
[AGENT][NEUTRAL] No, I get it. I get it.
[CUSTOMER][NEUTRAL] I'm kind of
[CUSTOMER][NEUTRAL] Kind of left in a lurch a little bit.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. I'm sorry, and I think his son has just recently gone, or his son, there's his son works from, he's the [PII], but it's [PII], so he is covered under his spouse's plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I guess all my systems are saying it is time for vacation. They're moving slowly.
[CUSTOMER][NEUTRAL] Well, that your, your associate was uh having to kind of think the same issue.
[CUSTOMER][NEUTRAL] I was thinking about barbecues and beers.
[CUSTOMER][NEUTRAL] Maybe you're not necessarily that order.
[AGENT][NEUTRAL] Not necessarily that order, yeah.
[AGENT][NEUTRAL] OK. Let's see if this.
[AGENT][NEUTRAL] 4000.
[AGENT][NEUTRAL] OK, I've got it and where am I gonna be emailing this to [PII]?
[CUSTOMER][NEUTRAL] Can you send it to [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK. You will have it probably in about 5 minutes.
[CUSTOMER][NEUTRAL] OK, what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, [PII], thank you so much have a great uh long weekend.
[AGENT][NEUTRAL] You too [PII], is there anything else I can do for you while I have you on the phone?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, you're perfect, thank you for bailing me out.
[AGENT][POSITIVE] Not a problem. We'll talk to you later, OK?
[CUSTOMER][POSITIVE] All right, thank you. um bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.