AccountId: 011433970860
ContactId: 60c03ab2-3743-4921-b38d-72ae75753e88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50279 ms
Total Talk Time (AGENT): 10202 ms
Total Talk Time (CUSTOMER): 41449 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/60c03ab2-3743-4921-b38d-72ae75753e88_20250305T17:27_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], hi, this is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Uh, [PII], I had submitted some um new group paperwork for a group by the by the name of Sugar River Machinery Sugar River Machinery. They're not moving forward on the major medical because the rates ended up changing and becoming way way very prohibitive.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I just wanted to make sure that I called you guys to say don't waste any more time on Sugar River uh they're not moving forward uh at least not, not right now so I just wanted to cancel, yeah, I just wanna cancel anything with Sugar River.
[AGENT][NEUTRAL] Not right now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will let [PII] know thank you.
[CUSTOMER][POSITIVE] Alrighty thank you much thank you bye bye.
[AGENT][POSITIVE] Have a good day bye.