AccountId: 011433970860
ContactId: 6ecf67e0-6786-4f99-be74-51fb4c26739d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84319 ms
Total Talk Time (AGENT): 71286 ms
Total Talk Time (CUSTOMER): 35537 ms
Interruptions: 6
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6ecf67e0-6786-4f99-be74-51fb4c26739d_20250605T14:59_UTC.wav
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[AGENT][NEUTRAL] 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 CIC Hotaling Insurance Services. I went ahead and I and I registered on the new portal, um, with, with the agency information.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Mhm I was actually sending you an email that's funny.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I was just responding back to your email. I was like, why does you, I was like, why does your name sound so familiar? And I'm like, because I have an email pulled up for you.
[CUSTOMER][POSITIVE] Oh great, there you go.
[CUSTOMER][NEGATIVE] Oh my God, it was so quick. Yeah, I just can't see my groups.
[AGENT][NEUTRAL] So, I know.
[AGENT][POSITIVE] Yes, um, so I did send this over basically thank you I appreciate you letting us know, um, I did send this over to our IT IT team, excuse me, to work this out, um, hopefully the issue will be resolved soon and then I can report back to you, um, but we do know that it's, we do know that it's an issue, and I do apologize so forgive us, we're trying to make this better. Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] No, no, no, no, no worries, I just want to get ahead of it like before I really need to go in there and take care of a client, right, perfect.
[AGENT][NEUTRAL] No, I understand if you need to take care of a client before, um, obviously before I get the resolved email back to you please call or email us, but I'm gonna email you this. I'm gonna forward this email to you. It just basically says what I just said, but at least you have my direct contact, OK?
[CUSTOMER][POSITIVE] I will call, yeah, definitely.
[CUSTOMER][NEUTRAL] Will do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright [PII] thank you so much I appreciate your help take care alright.
[AGENT][POSITIVE] Perfect. Yes, sir, thanks for calling. Bye.