AccountId: 011433970860
ContactId: b58aceaa-0c4b-4e4a-a1a2-4497f7a68cc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181000 ms
Total Talk Time (AGENT): 95321 ms
Total Talk Time (CUSTOMER): 52030 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b58aceaa-0c4b-4e4a-a1a2-4497f7a68cc7_20250609T12:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm a broker and I'm calling. I don't know if I'm in the right department. I'm calling to find out one of my groups renewed on [PII], and I'm wondering if they finished the renewal process at APL for this group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're one of the agents you said?
[CUSTOMER][NEUTRAL] Yes, I'm a broker.
[AGENT][NEUTRAL] Oh, you're a broker. OK. And you're wanting to verify if a group's renewal process has been completed? Yes, sir. Well, I can, uh, partially help you. What is a good callback number for you?
[CUSTOMER][NEUTRAL] Renewal has been completed.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you and what is the group number that you're calling on behalf of?
[CUSTOMER][NEUTRAL] 19658.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me a moment to get the group's information pulled up.
[AGENT][NEUTRAL] OK, so if you could first please verify the name of the group for me and then your email address.
[CUSTOMER][NEUTRAL] [PII] for Critical Research, clinical research.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And you want my address?
[AGENT][NEUTRAL] Email, your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you. Now from what I can see, Mr. [PII], this group is still showing as in renewal. However, I will be happy to connect you over with someone in our broker resources department who can further look at that with you.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] OK, well, is there anything else that I could help you with this morning before I do that? All right. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] That'll do it.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, sir. Thank you very much. So one moment please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm fine and you?
[AGENT][POSITIVE] I'm all right, thank you. I have broker [PII] on the line.
[AGENT][NEUTRAL] Calling on group 19658 for Segal Institute for Clinical Research.
[AGENT][NEUTRAL] And he's calling regard, yeah, and I'll just, OK, you want me to wait to tell you what what he's wanting.
[CUSTOMER][NEUTRAL] OK, just a minute.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, it's regarding the group's renewal.
[CUSTOMER][NEUTRAL] OK, go ahead and put him through.
[AGENT][POSITIVE] All right. Well, thank you so much and I hope you have a great day.
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][POSITIVE] Thanks. OK, bye-bye.