AccountId: 011433970860
ContactId: 8cd5345a-fafb-4247-8eb0-2f9777b7a1b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176240 ms
Total Talk Time (AGENT): 73913 ms
Total Talk Time (CUSTOMER): 53651 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8cd5345a-fafb-4247-8eb0-2f9777b7a1b6_20250625T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I'm calling because I have a group that renewed with APL, and they are needing to make a couple changes for their renewal, and I wasn't, I'm not able to do it online. Could you assist me with that?
[AGENT][NEUTRAL] Yes ma'am, can I get your name and your group number?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII] and I'm actually with the broker's office. Um, group number is 26534.
[AGENT][NEUTRAL] OK, let me pull up the group real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], what is the name of the um broker's office that you work with?
[CUSTOMER][NEUTRAL] I shared partners to Georgia.
[AGENT][POSITIVE] OK, thank you so much. What I'm gonna do is I'm gonna transfer you on over to broker resources so that they can further assist you.
[AGENT][NEUTRAL] And it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, may I please get your call back number, Miss [PII], just in case we're disconnected during the transfer? I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got, um, hey, I've got Miss [PII], she's with the broker's office assured Partners of Georgia.
[CUSTOMER][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] She's calling for group number 26534.
[AGENT][NEUTRAL] Her call her callback number is [PII], the number that's showing up and she is calling for the group about some changes that needed to take place during the renewal process.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, what to me is that Precision Maintenance Incorporated?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][POSITIVE] OK, I got it. You can send her on. Thank you so much.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] OK. Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you