AccountId: 011433970860
ContactId: a00e2e31-b47a-44ab-aa87-d89a9908b708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132470 ms
Total Talk Time (AGENT): 41341 ms
Total Talk Time (CUSTOMER): 70108 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=3.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/a00e2e31-b47a-44ab-aa87-d89a9908b708_20250626T13:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. How are you doing today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm doing good. We're getting closer to Friday.
[AGENT][POSITIVE] Yes, and after Friday is my vacation, so it's all good.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][POSITIVE] Is it really? Oh, congratulations. I know you're looking forward to that. Are you going anywhere exciting?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, just our lake house.
[CUSTOMER][POSITIVE] Hey, that's exciting.
[CUSTOMER][POSITIVE] A lake house sounds amazing. I just have a super quick question for you. I received an email for group 23851 for Coniger and Associates. It's from a [PII].
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] And I see the broker as the billing group, the agent.
[CUSTOMER][NEUTRAL] And I'm just wondering if I should reply to her or.
[CUSTOMER][NEUTRAL] Not her out of this reply email to the group.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not knock her out. I don't mean that, but you know what I'm saying.
[AGENT][NEUTRAL] that's fine.
[AGENT][NEUTRAL] So [PII] sold his agency.
[AGENT][NEUTRAL] Let me see what [PII]'s email is.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] This is the [PII] at our CMD.
[AGENT][NEUTRAL] Our CMD is the agency, so it's fine.
[CUSTOMER][POSITIVE] OK, cool that I you know I gotta check.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah and I'm, I'm actually in the process of sending the AORPISPL changes so it's gonna show um.
[AGENT][NEUTRAL] [PII] here in a little bit.
[CUSTOMER][POSITIVE] Oh well, see, I called the right, I got the right person.
[CUSTOMER][POSITIVE] Well, look, I do appreciate your help and I hope you have a lovely vacation.
[AGENT][NEUTRAL] Yep.
[AGENT][POSITIVE] Well, thank you so much. All right, we'll talk to you soon.
[CUSTOMER][POSITIVE] Enjoy
[CUSTOMER][POSITIVE] Have a great day, [PII]. All right, bye-bye.
[AGENT][NEUTRAL] You too bye bye.