AccountId: 011433970860
ContactId: a906234a-23e1-4719-9ef5-9ee9d6915d31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146839 ms
Total Talk Time (AGENT): 58632 ms
Total Talk Time (CUSTOMER): 52466 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/a906234a-23e1-4719-9ef5-9ee9d6915d31_20250325T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from Brown and Brown Insurance. How are you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Good good listen we we uh received a letter from you guys uh in in response to uh canceling an appointment um because we have not received it because you guys haven't received a copy of our and admission certificate and wanted to know if there was an email that we can send them to.
[AGENT][NEUTRAL] Um, for the errors and the emissions. Uh, give me just as I'm gonna put you on hold for just a moment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Now.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, it's [PII]. I'm sorry I probably should have called you on Teams. Um, I have somebody on the line, but I wanted to ask you a question. So in the future, is it best to call you this way or should I call you on Teams?
[CUSTOMER][NEUTRAL] It, it doesn't matter, [PII], it's fine.
[AGENT][NEUTRAL] OK. OK. OK. Um, all right. So I have a lady on the phone and um she got a letter from us stating that we were not, or that we were canceling her appointment, um, because we did not get her errors and admissions. Is that something that they can email into us or do we have to have like true forms for that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, she, if she sends us the dec page with her ENO, we're good. Who is it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have now forgotten her name but she's with Brown and Brown.
[CUSTOMER][NEUTRAL] OK, yeah, she can email us um her newest you know.
[AGENT][NEUTRAL] OK, so just for the APL sales and that's fine.
[CUSTOMER][NEUTRAL] Yep and we'll get it over what we'll do is we'll send it over to licensing.
[AGENT][POSITIVE] OK all right sounds good thank you.
[CUSTOMER][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] All right, bye.