AccountId: 011433970860
ContactId: a63dc16e-f5bb-4bd6-b5e0-38192d02f902
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204479 ms
Total Talk Time (AGENT): 73572 ms
Total Talk Time (CUSTOMER): 48599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/a63dc16e-f5bb-4bd6-b5e0-38192d02f902_20250424T12:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, yes, my name is [PII]. I'm calling calling from the broker's office. I was actually trying to terminate someone's policy. They kept saying there was an error every time I try to do it to call.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry.
[AGENT][POSITIVE] I think you're good.
[AGENT][NEUTRAL] Um, what is the group number?
[CUSTOMER][NEUTRAL] Um, the group number for APL is 19045.
[AGENT][NEUTRAL] Alright, allow me just a second while I pull it up.
[AGENT][NEUTRAL] Is it for business information systems?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] All right. Uh, and can you verify for me uh the contact name, please?
[CUSTOMER][NEUTRAL] For my company or for business information?
[AGENT][NEUTRAL] Uh, for business information.
[AGENT][NEUTRAL] Just for verification steps.
[CUSTOMER][NEUTRAL] Oh, I think it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, since this is um at the um broker level, I can go ahead and transfer you to the broker resources um page so they can go ahead and assist you further. I will go ahead and provide the um group number and say that you are already verified so you don't have to repeat yourself, right?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. I have a um
[AGENT][NEUTRAL] [PII] calling from a broker, um, she's a broker. Um, she has trouble terminating an employee on the online service center. Is that something that y'all help with assist with?
[CUSTOMER][NEUTRAL] Yeah, and who's the broker?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, she's a lady.
[CUSTOMER][NEUTRAL] OK, do you know what group this is for?
[AGENT][NEUTRAL] 19.
[AGENT][NEUTRAL] 045.
[CUSTOMER][NEUTRAL] Just a moment, let me get that pulled up.
[AGENT][NEUTRAL] It is um business information systems.
[CUSTOMER][NEUTRAL] I don't show.
[CUSTOMER][NEUTRAL] 19045.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead and put her through.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You are