AccountId: 011433970860
ContactId: b1cf61da-a65f-4656-9edb-e86e569b95e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109910 ms
Total Talk Time (AGENT): 42063 ms
Total Talk Time (CUSTOMER): 39439 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b1cf61da-a65f-4656-9edb-e86e569b95e0_20250623T14:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get the group number we're trying to log in and I've looked on the previous deals but it is not listed on there.
[CUSTOMER][NEUTRAL] All it has is each individual employee's policy number.
[AGENT][NEUTRAL] OK, OK, well, um, I can search with one of those policy numbers. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] with Avra Industrial Supply.
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you and then uh if you would just give me one of those policy numbers please.
[CUSTOMER][NEUTRAL] 2134895.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] I'm sorry, what did you say the group name was?
[CUSTOMER][NEUTRAL] Uh, Ava Industrial supply.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] There we are, and if you would, can you verify the address for the business please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Got it. OK, thank you so much for verifying that. I do have that group number whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is 245-07.
[CUSTOMER][POSITIVE] All right, I'll go from there thank you so much.
[AGENT][POSITIVE] All right. You are very welcome. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.