AccountId: 011433970860
ContactId: 8702b00c-e5b8-40fb-a2e5-36452128c56d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157960 ms
Total Talk Time (AGENT): 58259 ms
Total Talk Time (CUSTOMER): 86839 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/8702b00c-e5b8-40fb-a2e5-36452128c56d_20250122T20:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII], and I'm calling from Condi, a broker, and I'm calling regarding the group number 25854.
[AGENT][NEUTRAL] 25854. How can I help today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] I didn't get a renewal for [PII] and the renewal is a [PII], yeah.
[AGENT][NEUTRAL] Sure. Oh, let me look. Sometimes those when we send them, they go into a black hole. So I would, I would say check your spam folder, but let me see if I've got one.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And this is for Tri County sweeping.
[CUSTOMER][NEUTRAL] Yes, correct, and we're their open enrollment starts next week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] I do have a copy of it, and if you'll just tell me where I need to send it, I will forward a copy to you.
[CUSTOMER][POSITIVE] Awesome. OK, so it would be [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII], [PII]
[CUSTOMER][NEUTRAL] As in yesterday.
[AGENT][POSITIVE] Let me get that to you cause I've got it right here. I wanna make sure it goes.
[AGENT][NEUTRAL] And I'm just gonna forward it to you so.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Great, yes, please. I have to update the rates.
[AGENT][POSITIVE] OK, there you go. I think you should have it any moment.
[CUSTOMER][NEUTRAL] OK, can you just wait just to make sure and while you're.
[AGENT][POSITIVE] Oh, not a problem.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And while you're at it, can you send me an um like the most recent invoice please?
[AGENT][POSITIVE] Oh, most definitely.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I know. Yes, [PII], that's you.
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] I received it. Oh, OK, here it is.
[AGENT][POSITIVE] Yeah, not a problem, and I'll just forward the latest and greatest on the invoice and you should have everything you need.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I appreciate it. Have a wonderful rest of the week.
[AGENT][POSITIVE] You too. Thanks for calling ATL.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.