AccountId: 011433970860
ContactId: 86b96bd6-087f-48be-8764-c2c5fca550e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153820 ms
Total Talk Time (AGENT): 57080 ms
Total Talk Time (CUSTOMER): 42941 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=4.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/86b96bd6-087f-48be-8764-c2c5fca550e7_20250530T20:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] at another broker, um, that just doesn't know how to save stuff. Uh, if I need the um renewal letter for group number 26329.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 263-290.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, it's called yeah it's uh yeah Z Construction 26329.
[AGENT][NEUTRAL] 2926329. OK, let's see.
[AGENT][NEUTRAL] Uh, the construction, yeah, hold on one second, let me pull it up over here, make sure I've got the renewal out here.
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] Oh, come on, you stands blue. Bear with me just a second.
[AGENT][NEUTRAL] Sorry, I don't know why this thing is being slow. I apologize. I'm almost there spinning.
[CUSTOMER][POSITIVE] Yeah, it's it's all good it's hopefully the last time I got to ask anybody for something that somebody should have already.
[AGENT][NEUTRAL] I understand. OK.
[CUSTOMER][POSITIVE] Yeah, I think I'm gonna go back to being independent because I can't help people who can't help themselves. It's, it's just amazing.
[AGENT][NEUTRAL] I understand. Yeah.
[AGENT][NEGATIVE] OK, well, this thing's being silly on me on my end.
[CUSTOMER][POSITIVE] Yeah, it's incredible.
[AGENT][NEUTRAL] What is one moment with this thing. OK, come on. The construction. I should be able to find the folder that has the renewal in it and
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh, there we are, finally, goodness gracious. OK.
[AGENT][NEUTRAL] OK, renewal, let's see. OK, alright, yes, you want me to send it to your the same email address?
[CUSTOMER][POSITIVE] Yeah, [PII], yeah, yeah, thanks so much.
[AGENT][NEUTRAL] Yep, OK, sending it over.
[CUSTOMER][POSITIVE] Alright take care thank you ma'am bye.
[AGENT][POSITIVE] Let me know if you need anything else. No worries. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] No, that should do it. I'm hoping all right bye.
[AGENT][POSITIVE] OK, great.