AccountId: 011433970860
ContactId: 58df132c-de12-470f-9447-401cc01639b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130080 ms
Total Talk Time (AGENT): 64271 ms
Total Talk Time (CUSTOMER): 38789 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/58df132c-de12-470f-9447-401cc01639b6_20250128T15:59_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], good morning. [PII]. I've been um waiting for a utilization report that we requested at least a week ago for um Integra Solutions and um it's group of 23755.
[CUSTOMER][NEUTRAL] And they're tied to IMV which is 26696 um and uh I spoke to [PII] about a couple of times but I haven't seen anything yet come back on this and I was hoping I need to get this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, I'll see what I can do, but that comes from underwriting, so if they're still working on it or if whatever is going on like we'll have to get with them, so.
[AGENT][NEUTRAL] Let me see if I can
[AGENT][NEUTRAL] See anything just really quick like but.
[AGENT][NEUTRAL] Yeah, I'm not seeing anything just super quick out of the either one of their folders um I can ask [PII] and then she can give you an email or a call. Well, actually I don't even know if she's here today. Oh, she is here today um and then we can go from there, uh, again these have to be approved by underwriting so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but yeah, I can ask her and see if she
[AGENT][NEUTRAL] Has any idea. She would know a little bit more because obviously she probably requested it, so.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][POSITIVE] Yeah, I'll give her a shout and let her know that you're looking for it.
[CUSTOMER][POSITIVE] I appreciate yeah if you could let me know the expectation on it, that would be great thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, of course, uh-huh, yeah, have a great day. Talk to you soon. Bye.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[CUSTOMER][POSITIVE] Yeah thanks bye bye