AccountId: 011433970860
ContactId: 5f193cd8-4a5f-428b-8a6e-265b2efeac82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255690 ms
Total Talk Time (AGENT): 106000 ms
Total Talk Time (CUSTOMER): 60493 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/5f193cd8-4a5f-428b-8a6e-265b2efeac82_20250130T20:42_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], this is [PII] with the care team. How are you today?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][POSITIVE] I'm doing great. Hey, I have a broker on the line and I was hoping you could help me with verification.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Perfect, um, he is calling on behalf of [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Um, I'm particularly looking at group number if that helps 26139.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, his name is [PII]. He says he's his GA and his email is [PII].
[CUSTOMER][NEUTRAL] Um, but it just doesn't match any of my domain names, so I want to double check.
[AGENT][NEUTRAL] Uh, 261-39. I mean, yeah, [PII] is a broker. Is he asking on behalf of [PII] something?
[CUSTOMER][NEUTRAL] So he said he's calling on behalf of him and he wants um information on a particular policy and I just need to know if I'm good to speak to him.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] What? [PII] knows better.
[CUSTOMER][NEUTRAL] Yeah, he says he's says.
[CUSTOMER][NEUTRAL] GA I'm not, he told me general accountant maybe.
[AGENT][NEUTRAL] Oh, I'd probably be his general like um hm.
[AGENT][NEUTRAL] I don't think [PII] would like not.
[AGENT][NEUTRAL] Be truthful, but that's weird that he is.
[AGENT][NEUTRAL] [PII] and
[AGENT][NEUTRAL] Driver
[CUSTOMER][NEUTRAL] And the particular policy he wants to look at is actually the owner of the employer group.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Contact. Let me see if.
[AGENT][NEUTRAL] National agency solution.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't see that [PII] is tied him, but
[AGENT][NEUTRAL] Group renewal, new group set up, broker onboarding.
[AGENT][NEUTRAL] Hold on, I'm gonna put you on hold for just a second. I'll come right back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, um, these brokers are being needed today, by the way, my [PII].
[AGENT][NEUTRAL] Um, OK, so I know [PII] is legit, but [PII] is calling the care team, and he's asking on, so he's asking on behalf of [PII]
[AGENT][NEUTRAL] Incarnation.
[AGENT][NEUTRAL] OK, so is he his GA because I don't see where they're tied. OK, OK, OK, so he can have he can ask whatever he needs to ask about that he's with, OK.
[AGENT][NEUTRAL] OK, cool, thank you. I just don't see where they're tied, so that was, that's weird.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, cool. OK, I'll let her know.
[AGENT][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] OK, he can have information that he needs, yes.
[CUSTOMER][NEUTRAL] He can.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help on that today.
[AGENT][POSITIVE] Of course. Uh-huh. Yeah. Have a good day.
[CUSTOMER][POSITIVE] You too, take care.
[AGENT][POSITIVE] Thanks bye.