AccountId: 011433970860
ContactId: 7a7b82a5-7e8f-4504-91de-80a4ce8a4167
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110019 ms
Total Talk Time (AGENT): 49223 ms
Total Talk Time (CUSTOMER): 42306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/7a7b82a5-7e8f-4504-91de-80a4ce8a4167_20250421T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the care team. Um, I have [PII] on the line and he is calling about a renewal document.
[CUSTOMER][NEUTRAL] Um, and he, he gave me his group number it's 198.
[AGENT][NEUTRAL] 198
[CUSTOMER][NEUTRAL] Can I, yes, ma'am. Can I transfer him over to you?
[AGENT][NEUTRAL] Um, we, we don't do anything with renewals. The, the group number is just 198.
[CUSTOMER][NEUTRAL] Yeah, that's what he said.
[AGENT][NEUTRAL] Um, I don't think we have a group. What's the name of the group?
[CUSTOMER][NEUTRAL] Um, he said, I don't know, he said his name was just [PII]. I'm still kind of new, so I wasn't sure. I haven't learned about renewals.
[AGENT][NEUTRAL] Renewals will need to um if he's requesting a renewal document it will need to um start out with broker resources they they're the first ones that start dealing with renewals.
[AGENT][NEUTRAL] Group billing doesn't do anything with renewal documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Is there a broker resources phone number?
[AGENT][NEUTRAL] Um, there's a queue for it. Let me see.
[AGENT][NEUTRAL] Yeah, there's a queue for it whenever you're doing, um, click on quick quick click on quick connects and it says APL broker resources.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] I