AccountId: 011433970860
ContactId: af2cb00f-5832-494d-b5c5-33e7ea574e88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94000 ms
Total Talk Time (AGENT): 36669 ms
Total Talk Time (CUSTOMER): 42979 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/af2cb00f-5832-494d-b5c5-33e7ea574e88_20250317T13:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] [PII], good morning. Happy uh [PII]. It's [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you [PII]?
[CUSTOMER][NEUTRAL] Good, just trying to help uh the unhelpable it seems um, is there a way that you can email me the um renewal letter for group number and tell me when you're ready?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 25923
[AGENT][NEUTRAL] 25923.
[CUSTOMER][NEUTRAL] It's called, yeah, it's called Grasslands Coffin Country Club.
[AGENT][NEUTRAL] OK, and you need the renewal sent to you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I can send that over.
[CUSTOMER][NEUTRAL] Yeah, I gotta discuss renewal with the broker, um, and that's it. Just whatever you want me to give you an email address or just choose anyone you want.
[AGENT][NEUTRAL] No, hang on, I'm just waiting. Sorry, my system has decided to be slow all of a sudden. Give me one second. Sure, I have it, but.
[AGENT][NEUTRAL] Oh goodness, come on.
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] All right. Do you want me to send it to you directly?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, what's your, go ahead and give me yours.
[CUSTOMER][NEUTRAL] Um, well, let's do the easy one. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'll send it over here in just a few seconds. All right, you're most welcome. Have a great day. Bye bye.
[CUSTOMER][POSITIVE] Thanks. I appreciate it. Thank you. All right, bye.