AccountId: 011433970860
ContactId: 9fb5ef6b-d0a1-4809-b928-1626cffb4b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261600 ms
Total Talk Time (AGENT): 56927 ms
Total Talk Time (CUSTOMER): 80855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/9fb5ef6b-d0a1-4809-b928-1626cffb4b9e_20250129T14:34_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'm calling to try to obtain your overnight mailing address. We're trying to send over a check for one of our groups and we just don't have that overnight address.
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] It is 24499.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is 1 2nd.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm pulling up the information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the name of the group?
[CUSTOMER][NEUTRAL] Allied building inspections.
[AGENT][NEUTRAL] OK. And are you a, a group admin for the group, [PII]?
[CUSTOMER][POSITIVE] I should be, yes.
[AGENT][NEUTRAL] I don't show you listed as a group admin.
[CUSTOMER][NEUTRAL] Does it have either [PII] or [PII]?
[AGENT][NEUTRAL] No, you said LI building inspection?
[CUSTOMER][POSITIVE] Correct, yes, we're their broker.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, you're calling on behalf of the broker's office?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] What, what's your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is that [PII]?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And you're stating that you're wanting to overnight a package?
[CUSTOMER][NEUTRAL] The payment they're trying to make a payment for December and February since those are the two outstanding, so they just wanted to get the address to send the truck out overnight.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] To avoid any terminations of the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so our overnight mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. At [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, one second. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so I have [PII] and you said it was [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I can help out with today?
[CUSTOMER][POSITIVE] Nope, that was everything. Thank you.
[AGENT][POSITIVE] Alrighty, you're welcome. Thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.