AccountId: 011433970860
ContactId: 92d3d8e6-ff39-416f-9924-bd65f411b6ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158160 ms
Total Talk Time (AGENT): 77712 ms
Total Talk Time (CUSTOMER): 59303 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/92d3d8e6-ff39-416f-9924-bd65f411b6ad_20250408T18:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes, we got a notice in the mail that my primary producer's appointment has been canceled.
[AGENT][NEUTRAL] OK. Do you have the name of the producer, sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure. Last name, I'll spell the last name. It's [PII].
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] Oh, my name is [PII]. I'm the administrative specialist in the department.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right, OK, and how can I help you?
[CUSTOMER][NEUTRAL] Uh, well, we got this letter saying that his appointment's been canceled because you didn't get a errors or an admissions certificate which I know I attached to that no forms documentation that we sent.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Was that recently or like a, I'm just trying to get a timeline so I know where to look.
[CUSTOMER][NEUTRAL] Uh, few, few, couple of weeks ago I got the letter, the letter is dated the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me go here and look and see.
[AGENT][NEUTRAL] So I'm [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See if we have anything in this folder.
[AGENT][NEUTRAL] Just a second, sorry, I'm looking.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] See, OK. The letter out about it expiring. Just making sure nothing came in after all of us went out. So the last thing we sent out was on.
[AGENT][NEUTRAL] Broker, you know, that expired in February. We sent two emails. I haven't received an update. That was the last thing on [PII]. Let me just make sure that was at [PII] and then what happened at [PII], hang on, I think it's updated.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We receive the updated ENO as part of the appointment process. We justify just this is fine. I've updated our records, so we're good. We don't, we don't need it. There was another email that went out and then another email came in. So yes, thank you for calling and double checking, but it looks like we have everything.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] OK, I was gonna, I was panicking a little bit there, so, OK, good, thank you just wanted to make sure thanks alrighty bye bye.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. No worries. Thanks for calling. Have a great day. Bye-bye.