AccountId: 011433970860
ContactId: 78db5ca5-e596-4f89-9269-5d1b8656c91f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505480 ms
Total Talk Time (AGENT): 131170 ms
Total Talk Time (CUSTOMER): 80792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/78db5ca5-e596-4f89-9269-5d1b8656c91f_20250115T20:05_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm an appointed agent, and I, I've, I've been working with [PII]. Um, she's working on doing something for me, um, that's urgent and I was wondering if, if I could reach her to see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If she has any updates?
[AGENT][NEUTRAL] OK, yeah, let me see if I can.
[CUSTOMER][NEUTRAL] The group number, uh, the group number um is 15775.
[AGENT][NEUTRAL] 1577
[CUSTOMER][NEUTRAL] For BioTechnica.
[AGENT][POSITIVE] Perfect. Let me pull that up real quick for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] She was creating a master account to to separate.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 6 employees that that are part of a sister company with common ownership.
[AGENT][NEUTRAL] Right. And Mr. [PII], could you verify for me your, your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I am not showing she is.
[AGENT][NEUTRAL] Available or right now I just show her as like away um but I did just send her a message just in case um she's near her desk and doing something else and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one second, we'll see if she responds, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You having a great day so far?
[CUSTOMER][NEGATIVE] So far just a little stressful because I had these couple issues that people are on my case to get it done.
[AGENT][NEUTRAL] Yeah, I can understand that being stressful.
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] I'm just gonna look at the notes on this and see if I can see anybody else that's currently working on.
[AGENT][NEUTRAL] This particular policy if she doesn't get it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I don't have anyone else. Um, would you mind, I do have a broker resource department. Would you mind if I, um, reach out to them and see if there's any way they could help you with this if [PII]'s not available?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK perfect I'm gonna put you on a brief hold and I'm gonna get you in touch with some of my friend, OK?
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, here, I'm actually.
[AGENT][NEGATIVE] Stop it. I don't.
[AGENT][NEUTRAL] No. No.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I have to alert I help you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, are you still with me, sir?
[CUSTOMER][NEUTRAL] Yes, yes, I'm here.
[AGENT][NEUTRAL] All right. I actually have another agent I'm gonna transfer you to. Her name is [PII], and she's in that same department as Miss [PII]. So if you don't mind, I am going to put you on another quick hold, but I'll transfer you right to her, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team.
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Hey, I have [PII] on the line. He's the broker for um group 15775. Um, he had originally asked to reach out to [PII]. He said he has something urgent he needs to handle and she was assisting him.
[CUSTOMER][NEUTRAL] OK. All right. uh, you can go ahead and transfer him to me.
[AGENT][POSITIVE] Perfect I'll introduce you if that's OK.
[CUSTOMER][NEUTRAL] Uh, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hi, Ms [PII].
[AGENT][POSITIVE] No, I, well, this is [PII], but I do have Ms [PII] on the line for you. She's gonna take over the call and she'll be able to hopefully assist you from here, OK, my friend?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, thank you. You have a good day.
[AGENT][POSITIVE] My pleasure. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello. Hi, hi, [PII], hey.