AccountId: 011433970860
ContactId: 9d7b10b5-52d0-4a7b-a0a0-e91c60a115d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85300 ms
Total Talk Time (AGENT): 31995 ms
Total Talk Time (CUSTOMER): 51861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9d7b10b5-52d0-4a7b-a0a0-e91c60a115d0_20250218T18:05_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, [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good. How can I help?
[CUSTOMER][NEUTRAL] Hey, um, OK, so let me explain to you about this call. This call I got a group that used to have a policy with us a long time ago, um, and it looks like they're trying to come back and they want a quote, um, so I guess they probably need to speak to an agent. I'm not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah they need to they need to get a hold of their agent, um.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] That's what I thought. Um, how can we tell if they still, uh, if the, the agents still in place?
[AGENT][NEUTRAL] What is the, what's the group called?
[CUSTOMER][NEUTRAL] A public school development solution. I have a group number and I have the name of the agent.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 16802.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, he, he's still appointed with APL yeah they just need to get a hold of him.
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] OK, uh, and let me see if I got the information of the agent.
[CUSTOMER][NEUTRAL] Can I release the phone number to her?
[AGENT][POSITIVE] Yes, and his email too, yeah, that's not our problem. Perfect. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK. OK, got it. Thank you. Have a good day, Mrs. [PII]. Bye-bye.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.