AccountId: 011433970860
ContactId: b0d05667-c8f3-4857-81c1-d99eb1999088
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184940 ms
Total Talk Time (AGENT): 81819 ms
Total Talk Time (CUSTOMER): 59582 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b0d05667-c8f3-4857-81c1-d99eb1999088_20250509T13:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII]. How are you doing?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good thank you so much. Happy Friday awesome.
[AGENT][POSITIVE] Yes, happy Friday.
[CUSTOMER][NEUTRAL] I'm married a long way on that, but I've got [PII] he's calling on group 24214.
[AGENT][NEUTRAL] It has been.
[CUSTOMER][NEUTRAL] SLRE Group LLC, he's with the broker's office. He's wanting to know um the hold up why it's still in renewal. Would you be able to help him with that?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Definitely try what's.
[AGENT][NEUTRAL] It's only
[CUSTOMER][NEUTRAL] I've got his callback number.
[AGENT][NEUTRAL] It's only [PII]. Hold on, let me see.
[CUSTOMER][POSITIVE] Yes ma'am, you're good.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sorry, I'm just trying to like look at all the things before I get home on the phone and have to look at all the things because.
[CUSTOMER][POSITIVE] I understand. No, no, you're fine. I know it's easier.
[AGENT][NEUTRAL] It's just like he's.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] Um S F L R E.
[CUSTOMER][POSITIVE] You are good.
[AGENT][NEUTRAL] So it's complete.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It says it's a complete and HubSpot. I wonder if it's just a situation of needing to ask new business to take the hold off of it. So I would, I would just tell them it's OK. I mean, I mean.
[AGENT][NEUTRAL] If you want to or
[AGENT][NEUTRAL] Um, it looks like it's been processed. It's probably just that new business needs to take this off of, um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Off of the Holden lion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, and I can add Lucy easily really fast.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The whole of of.
[AGENT][NEUTRAL] Yeah, cause it was um.
[AGENT][NEUTRAL] Yeah, it was done in March, so it's probably just a situation of taking the whole off.
[CUSTOMER][NEUTRAL] Ok, I'll alright.
[CUSTOMER][NEUTRAL] OK, all right, well, I will, um, just let him know that we'll just take the hold off that it's been processed. It's just in our system that the holding, OK.
[AGENT][NEUTRAL] Yeah, it's, yeah, it's complete of all the correct paperwork. It it was completed in March, so it's just kind of an error on our side, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll let you know. Thank you, [PII] I appreciate it.
[AGENT][POSITIVE] Yeah, of course. Yeah, of course. Hope you have a good day.
[CUSTOMER][POSITIVE] OK, thanks. Have a good day. You too, dear. OK.
[AGENT][NEUTRAL] Bye, you too, bye.