AccountId: 011433970860
ContactId: a8f80d5c-a0c9-4df5-a4e3-56a19b432882
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414299 ms
Total Talk Time (AGENT): 74284 ms
Total Talk Time (CUSTOMER): 85513 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/a8f80d5c-a0c9-4df5-a4e3-56a19b432882_20250411T18:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Calling this is.
[CUSTOMER][POSITIVE] Hey, hi, it's [PII] agent extraordinaire. Happy Friday. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Yeah, yeah, better than most. Hey, I have a stupid man question. Can I give you a PRD to see if it's still, yeah, it is what it is. I'm just checking on groups, you know, from my broker friends because I'm kind of GA for APL with other brokers, and I'm checking on one broker and I can't get onto the OCS anymore. I just want to make sure he's still in my hierarchy.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So tell me when you're ready for the one PRD.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. Give me just a second. I'm sorry. I'm having some connection issues today. Um, OK. So let me
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Double check this.
[AGENT][NEUTRAL] All right, and so you wanna make sure I'm just trying to make sure I understand what you're asking. You wanna make sure that you're.
[CUSTOMER][NEUTRAL] Yeah, I just, I can't.
[AGENT][NEUTRAL] Somebody's still in your down line?
[CUSTOMER][NEGATIVE] Yeah, I can't
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. And who is that? I'm ready.
[CUSTOMER][NEUTRAL] So just tell me when you're ready for the PRD. OK, well, his, uh, the PRD is 25721.
[CUSTOMER][NEUTRAL] Called Waterson Brands.
[CUSTOMER][NEUTRAL] And that's through a broker named uh Highland is the agency name but uh the producer name or broker name is [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, give me just a second. I'm gonna put you on hold and I'll, I'll look into that for you, OK?
[CUSTOMER][NEUTRAL] Alright, give me just a second. I'm gonna.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I'm so sorry that took me a minute. Um, it does look like
[CUSTOMER][NEUTRAL] So sorry
[CUSTOMER][POSITIVE] No, I, I know it's never easy it's all good.
[AGENT][NEGATIVE] Uh, well, and to add to the complication, I'm having, on Fridays we work from home and my internet went down and so I'm having to use my phone as the internet, so it's making everything slower. I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my goodness gracious, yeah, I got it. So it's everything I know it's like dial up. I get you.
[AGENT][NEUTRAL] Uh, yeah, it's crazy, but um I had [PII] look for me and she said, yes, that uh [PII] is the agent of record and you are um the, the GA so.
[CUSTOMER][NEUTRAL] OK, alright then I, I need to get another password on OSC. I'll write to [PII] then. Alright, thank you, ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Alright, you're welcome, no problem, thank you.
[AGENT][NEUTRAL] All right. Bye