AccountId: 011433970860
ContactId: a9c814d2-dae9-4896-ba99-4f20a746c484
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147470 ms
Total Talk Time (AGENT): 28988 ms
Total Talk Time (CUSTOMER): 47684 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a9c814d2-dae9-4896-ba99-4f20a746c484_20250603T14:21_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII]. Is [PII] available?
[AGENT][NEUTRAL] She's actually in a meeting, um.
[CUSTOMER][NEUTRAL] Can you pull up 18,190? She's been helping me with this group, but maybe you could tell me.
[CUSTOMER][NEUTRAL] 18,190 Barry Brown Marine.
[AGENT][NEUTRAL] 1818.
[CUSTOMER][NEUTRAL] 190.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but yeah.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And what were you needing help with?
[CUSTOMER][NEUTRAL] I wanted to know what their monthly premium is for May and June because they they need to pay uh the group was reinstated. I got the email this morning they reinstated the group.
[CUSTOMER][NEUTRAL] What's the monthly premium for this group? That's what I was trying to figure out.
[AGENT][NEUTRAL] Yeah, I mean I.
[CUSTOMER][NEUTRAL] Hold on one second, ma'am, I'll be right there.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] You there? hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you see the monthly premium for this group?
[AGENT][NEUTRAL] That's what I'm looking for. This is something I normally don't do, so you're gonna have to give me just a second.
[CUSTOMER][POSITIVE] You know you can call me back or I can call you back. I got another call I gotta take.
[AGENT][NEUTRAL] But I'm still showing that it's lapsed. So that's why I'm not being, I'm not able to see any of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, alright, if you could have [PII] call me I need to know the monthly premium for this group because they were reinstated this morning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye bye.