AccountId: 011433970860
ContactId: 5991babd-7c5b-45b6-8de1-959e5dc23794
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76750 ms
Total Talk Time (AGENT): 46521 ms
Total Talk Time (CUSTOMER): 27470 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/5991babd-7c5b-45b6-8de1-959e5dc23794_20250227T16:13_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], my name is [PII]. I'm calling from a large brokerage I believe we just I'm trying to get some information um I don't think my office has worked with you but they are gonna be a new broker of record and wanted to know who their contact is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, um, so have they sent the uh agent of records letter to us already?
[CUSTOMER][NEUTRAL] I don't think so because we don't have a contact.
[AGENT][POSITIVE] Oh, not a problem. You've reached the right place. Um, this is Broker Resources and um you can go ahead and send that AOR to sales at.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And we were we we've got several people on our team, um, several colleagues, so, uh, once you send that AOR to us we will respond and let you know that we've got it and then it will be kind of assigned to an area of who your contact would be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On a day to day basis
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll tell them to do that. Thank you.
[AGENT][POSITIVE] Oh, not a problem. I hope you have a great day. Thanks for calling ATL.
[CUSTOMER][POSITIVE] Thanks you too. Sure, bye.
[AGENT][NEUTRAL] Bye bye.