AccountId: 011433970860
ContactId: 52a70f79-4551-4211-ab5e-a29759c83f04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211830 ms
Total Talk Time (AGENT): 51750 ms
Total Talk Time (CUSTOMER): 111079 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/52a70f79-4551-4211-ab5e-a29759c83f04_20250108T17:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] Hey [PII], how are you?
[CUSTOMER][POSITIVE] I'm good, honey. How are you?
[AGENT][POSITIVE] Oh, I'm living the dream, you know.
[CUSTOMER][POSITIVE] Same honey, same when I win that lottery, we're really gonna be winning the dream of course I don't buy lottery tickets, but I'm thinking about it.
[AGENT][NEUTRAL] I don't buy them either, but my husband does, and I'm praying.
[CUSTOMER][NEUTRAL] Yes, yes, every time, every time.
[AGENT][NEUTRAL] What's up?
[CUSTOMER][NEUTRAL] Oh, OK, so I have a group, um, the broker just called me wanting to know about the [PII] renewal, and I have a it's for Maritime Marine 24621.
[CUSTOMER][NEUTRAL] [PII], uh, went and had responded back on [PII] that it was still being processed but in the final stages but I'm not seeing the January invoice.
[CUSTOMER][NEUTRAL] So I'm assuming either a hole didn't get removed or something, something, something, something.
[AGENT][NEUTRAL] Something, something happened.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah it's still showing in a renewal hold so what is going on?
[CUSTOMER][NEUTRAL] I was just making sure I didn't see any other emails that something was missing. I'm not.
[CUSTOMER][NEUTRAL] I don't see anything, but that doesn't always mean anything, so.
[AGENT][NEUTRAL] And the really weird thing is there's no notes out here.
[CUSTOMER][NEUTRAL] OK, no, that's the, that's from [PII]. Hold on.
[CUSTOMER][POSITIVE] Dang it, dang it dang it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This, let me get on the right year, so [PII].
[CUSTOMER][NEUTRAL] And maybe
[CUSTOMER][NEGATIVE] Maybe I need to go to rest. I'm sorry. I think I called you for no reason.
[AGENT][NEUTRAL] Well, let me, let me make sure.
[CUSTOMER][NEUTRAL] OK, for another quote to go to Medlik 9.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I'm just not seeing anything.
[CUSTOMER][NEUTRAL] This one is.
[AGENT][NEGATIVE] It doesn't look like we got the renewal.
[CUSTOMER][NEGATIVE] No, I don't think we've even gotten the renewal, so I've called you for no reason, dear.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well it was great talking to you, [PII].
[AGENT][POSITIVE] Uh, you know, I think we've, we've gotten to talk to each other more in the last month.
[CUSTOMER][NEUTRAL] I don't know if right today.
[AGENT][NEUTRAL] Then we have the last couple of years.
[CUSTOMER][NEUTRAL] Then the last
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] And we still need to do lunch.
[CUSTOMER][NEUTRAL] I know we do. I'm gonna see you next week though. I'll be in the office, so.
[AGENT][POSITIVE] Oh awesome you're gonna be here on Wednesday.
[CUSTOMER][NEUTRAL] Yeah, I'll there, yeah, I'll be there Wednesday and Thursday, so.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Yeah, so I at least get to hug your neck.
[AGENT][POSITIVE] Yay, OK, well, if you need anything else just give us a call back.
[CUSTOMER][POSITIVE] I will honey. Thank you so much.
[AGENT][NEUTRAL] Uh-huh, bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.