AccountId: 011433970860
ContactId: 82548603-242d-4862-89d8-bd5811b92c51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114860 ms
Total Talk Time (AGENT): 56965 ms
Total Talk Time (CUSTOMER): 42995 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/82548603-242d-4862-89d8-bd5811b92c51_20241230T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I've got group number 26484.
[CUSTOMER][NEUTRAL] Anna Insurance Agency.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do have [PII] on the line.
[CUSTOMER][NEUTRAL] And her callback number is the number in the system she's calling regarding the January invoice, it only has one member listed on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's
[CUSTOMER][NEUTRAL] It's only got the single employee [PII] listed.
[AGENT][NEUTRAL] Uh um.
[CUSTOMER][NEUTRAL] Is that just because.
[AGENT][NEUTRAL] This will have to be researched because it looks like [PII] applied some.
[AGENT][NEUTRAL] Money from somewhere, wait, let me, hm, yeah, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Shoot me an IM um with that group number and let me get with [PII] because she applied some premium on [PII] and I'll have to figure out where that premium came from.
[CUSTOMER][NEUTRAL] Is it just
[CUSTOMER][NEUTRAL] Well, she was asking, is it just because he's been added.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, it's, she, I don't, I don't know what uh I'll have to get with [PII] and figure out where this money that she applied back in November came from, um, so tell her, uh, it'll need to be researched and, um, me or [PII] will give her a call back.
[CUSTOMER][NEUTRAL] OK, and you just want me to shoot you an IM?
[AGENT][NEUTRAL] Yeah, yeah, that'll be fine since I'm looking at it right now. Yeah, I'll get with [PII], send her an IM and figure out what's going on, and then we'll, we'll get back with [PII].
[CUSTOMER][NEUTRAL] Alright, I'll tell her to expect a call sometime today.
[AGENT][NEUTRAL] Uh, yeah, should be.
[CUSTOMER][POSITIVE] Alrighty I appreciate you.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right.