AccountId: 011433970860
ContactId: 66d36fc3-bde2-47ab-9d27-b33bf1aec80a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140039 ms
Total Talk Time (AGENT): 56240 ms
Total Talk Time (CUSTOMER): 72471 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/66d36fc3-bde2-47ab-9d27-b33bf1aec80a_20250331T18:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I am calling on behalf of my, uh, broker. Um, his name is [PII], and I see we just, uh, AOR a group and they have APL. I think they have a gap policy with APL, um, but I just checked and it looks like [PII]'s appointment is expired as of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I was wondering how I can go ahead and facilitate getting him reappointed.
[AGENT][NEUTRAL] OK, and give me his last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at that. And where is [PII] located?
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, he is terminated. What I can do is, um, we can send you new appointment paperwork that he'll have to um complete and go through the appointment process again, um, and so, uh, [PII], what is a good email if he is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That I can send that to.
[CUSTOMER][NEUTRAL] I, I'm gonna give you my email so that I can get him the documents just because he's so busy. Uh, my email is uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, the kids are home today.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] Not a problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII] is spelled out [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect, yeah, let me get working and um [PII], I'll send the appointment paperwork for [PII] here momentarily.
[CUSTOMER][NEUTRAL] OK, so 8888.
[CUSTOMER][POSITIVE] Yeah I'm so sorry.
[AGENT][NEUTRAL] And if you have any questions, you can just give us a call back, OK?
[CUSTOMER][POSITIVE] All right, thank you. OK. You too. Thank you. Bye.
[AGENT][POSITIVE] Thanks you have a great day. Thanks for calling ATL. Bye bye.