AccountId: 011433970860
ContactId: 693f7666-8359-48f9-b2b9-18e691e10bba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78900 ms
Total Talk Time (AGENT): 26888 ms
Total Talk Time (CUSTOMER): 34247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/693f7666-8359-48f9-b2b9-18e691e10bba_20250331T18:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I just called but I forgot to ask some of my important questions. Uh, if a broker is becoming agent of record for a group that has an existing policy, where do we send the AOR request letter to?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, is it um.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Um, I don't.
[CUSTOMER][NEUTRAL] No, the group number.
[AGENT][NEUTRAL] Or do you have a group name?
[CUSTOMER][NEUTRAL] Uh, yes, I have the group's name. It's Florida Spine Associates.
[CUSTOMER][NEUTRAL] Oh wait, I do have the group number it's uh 26012.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK, yeah, if you'll just send it to.
[AGENT][NEUTRAL] Um, FL, so like Florida, FL dash.
[AGENT][NEUTRAL] Sales
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] A M
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. Perfect. All right, thank you so much.
[AGENT][POSITIVE] Yeah, of course, I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks.