AccountId: 011433970860
ContactId: 98c035eb-75c7-46d4-8b08-a4167db3dc4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78120 ms
Total Talk Time (AGENT): 58653 ms
Total Talk Time (CUSTOMER): 17322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/98c035eb-75c7-46d4-8b08-a4167db3dc4c_20250131T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Reamer Insurance Group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'm calling today in reference.
[CUSTOMER][NEUTRAL] The accounting
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Uh, you hasn't been sent out?
[AGENT][NEUTRAL] I sent, yeah, I sent it over for them to send it out after I talked to you yesterday, so you should be getting it any time. Let me follow up with them.
[CUSTOMER][NEUTRAL] You there
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, because there's the avenue that it has to go through, I can't just send it directly to you. It has to go through one of our, um, partners, so they do have the information and then we also got an email from [PII], which I was researching that today because she's trying to get access, um, which it looks like she has access out there so I was looking at to see, you know, how she can because she's asking to get into it as well and she has access I believe out there to get it from what I'm looking at so I'm confirming all of her accesses and getting ready to respond to her email that's what I'm actually working on right now.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But let me follow up with our broker partner and just make sure that they're getting that out to you you should get it today, but I'll follow up with them now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well I appreciate that very much, [PII].
[AGENT][POSITIVE] Yeah, you're most welcome. um if I find out anything um different I'll give you a call back, OK?
[CUSTOMER][POSITIVE] OK, thank you very
[AGENT][POSITIVE] Uh huh thank you bye bye.