AccountId: 011433970860
ContactId: 9d84c56c-09ff-4e94-9498-1ca936417ddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219289 ms
Total Talk Time (AGENT): 67094 ms
Total Talk Time (CUSTOMER): 81436 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9d84c56c-09ff-4e94-9498-1ca936417ddc_20250603T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][POSITIVE] Good morning [PII] how are you doing today?
[AGENT][POSITIVE] Good. How about yourself?
[CUSTOMER][POSITIVE] Not bad at all. My name is [PII]. I am calling from RSC, the broker's office, and I come with simple requests.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] I need, I need to see if a, uh, if the renewal for this uh group is available. It should be. I mean they renew 71, but you know I just haven't received it, so I just want to make sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. What is the group called?
[CUSTOMER][NEUTRAL] And technical.
[CUSTOMER][NEUTRAL] The group's name is Via Dental Technologies, VIAX Viax.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Feel like I was in a spelling bee just now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You use that in a sentence? Yes, I went to Via temple. I'm sorry.
[CUSTOMER][NEUTRAL] So sorry.
[AGENT][POSITIVE] Let me, no, you're good. I'm glad you're in a great mood.
[CUSTOMER][NEGATIVE] I'm always like this, are you kidding me?
[AGENT][POSITIVE] Oh, that's awesome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I have, I have to keep the energy levels high because this industry will kill it.
[AGENT][POSITIVE] Yes, I would.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] I'm not talking about my job. I'm talking about the industry as a whole, OK.
[AGENT][NEUTRAL] Yes, yes, no, I completely agree. Do you mind if I just put you on a brief hold for a second?
[CUSTOMER][NEUTRAL] Yeah, no, right.
[CUSTOMER][NEUTRAL] Oh, of course not. Yeah, no problem at all. Go for even an extended hold if you need one. I, I don't, I'm not picky. We just, we're barely through the day, so yeah, sure.
[AGENT][POSITIVE] OK perfect.
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I have a guy on the phone. I have no idea who he is.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sir, are you still there?
[CUSTOMER][NEGATIVE] Of course I'm not going anywhere.
[AGENT][NEUTRAL] I'm listening. Um, what was your name again?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I am not seeing that you are the agent of record on this um account um if you are, we just need an an email from the group, um, on the group's letterhead saying that you are the um the agent of record.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know, is it, is it [PII]?
[CUSTOMER][NEUTRAL] The agent record.
[AGENT][NEUTRAL] No. No.
[CUSTOMER][POSITIVE] Oh, OK, no problem. Alright, not a problem at all. I can go ahead and let him know.
[AGENT][POSITIVE] OK sounds good thank you.
[CUSTOMER][POSITIVE] No worries any time you all have a wonderful day thank you so much.
[AGENT][NEUTRAL] You as well. You as well. Bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.