AccountId: 011433970860
ContactId: 8474ffb9-8af4-44b3-b847-c286162d94cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131339 ms
Total Talk Time (AGENT): 60722 ms
Total Talk Time (CUSTOMER): 62323 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8474ffb9-8af4-44b3-b847-c286162d94cc_20250207T18:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the broker's office, [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] Great, thank you. Um, I am calling to follow up on an agent of record, um, change request that we made.
[CUSTOMER][NEUTRAL] For a, an existing American public life client.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I haven't heard anything. I did call the other day and was told that.
[CUSTOMER][NEUTRAL] We should be getting maybe some appointment paperwork because no one from our agency Mcgo and Brabender is appointed right now and I had not received that so I wanted to call and follow up on that so we can keep things moving along.
[AGENT][NEUTRAL] OK, so you actually talked to me.
[AGENT][POSITIVE] Which is funny because technically I'm on vacation this week but I'm working um.
[CUSTOMER][NEUTRAL] What are you doing? No, no. Work-life balance. We gotta have it, especially in our industry.
[AGENT][NEUTRAL] I know, I know. Um, so, let me see if they responded. So I sent an email, um, when you called the other day. Let me see if, if they followed up on my email. And can I get your number again just in case?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No problem, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, let me look through my emails, um, see if he's responded. If not, I'm gonna call him and make sure he gets in touch, OK?
[CUSTOMER][POSITIVE] Oh, you can absolutely call him on Monday, [PII], you're on vacation, so just put that out there.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I wanna keep this rolling too, so um let me let me reach out to him and um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] I'll call you right back and let you know what I find out, OK?
[CUSTOMER][POSITIVE] OK. OK, sounds good. Thank you so much.
[AGENT][POSITIVE] All right, we'll talk to you soon, OK?
[CUSTOMER][NEUTRAL] All right. Thanks. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.