AccountId: 011433970860
ContactId: 9db74637-a671-498b-84ce-fb9098ce023b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76730 ms
Total Talk Time (AGENT): 35641 ms
Total Talk Time (CUSTOMER): 31804 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/9db74637-a671-498b-84ce-fb9098ce023b_20250320T18:51_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], I just sent an email to the APL sales box and I'm wondering if you guys could expedite that review because I need it as soon as possible.
[AGENT][NEUTRAL] OK, um, let me see if we've gotten it and uh what is your name?
[CUSTOMER][NEUTRAL] Um, so, [PII], last name [PII] from WTW.
[AGENT][NEUTRAL] OK. OK. Um.
[AGENT][NEUTRAL] OK, yeah, I have received your um email and I will um tell that department to see if they can work on that today.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, this is for the rate guarantee dates, right, of each line of coverage as well as commission.
[AGENT][NEUTRAL] Um, so yes, it says I need confirmation here. It's been almost a month and I haven't received a response. Can you please confirm the below?
[CUSTOMER][NEUTRAL] Yeah, that.
[AGENT][NEUTRAL] Yeah, that email.
[CUSTOMER][NEUTRAL] OK, OK, yeah, you guys will get back to me today?
[AGENT][NEUTRAL] Um, I'm gonna see if someone can work on that today, yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, that's all I need for now thank you so much I appreciate it.
[AGENT][POSITIVE] OK, of course you have a great rest of your day.
[CUSTOMER][POSITIVE] Take care you too bye bye.
[AGENT][NEUTRAL] Bye bye.