AccountId: 011433970860
ContactId: c98fe180-ca22-4996-919b-f2de5d702bc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453459 ms
Total Talk Time (AGENT): 76305 ms
Total Talk Time (CUSTOMER): 84791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c98fe180-ca22-4996-919b-f2de5d702bc5_20250519T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, um, is it possible I could give you my business name and you can look us up and tell me what we had with you, what, what, what we're set up with?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I can't get my agent to answer any questions, so I'm just coming right to the source.
[AGENT][NEUTRAL] OK, OK, um, real quick, what's your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's no worries [PII] and [PII].
[AGENT][NEUTRAL] And you said [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] And what is the.
[AGENT][NEUTRAL] Employer name.
[CUSTOMER][NEUTRAL] Jensen appliance and refrigeration.
[AGENT][NEUTRAL] Get up real quick.
[AGENT][NEUTRAL] OK. Excuse me.
[AGENT][NEUTRAL] Can I get you to verify the address and phone number?
[CUSTOMER][NEUTRAL] Mhm [PII] and [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment while I check on that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, give me just a second. It's Monday, so my computer is going pretty slow.
[CUSTOMER][NEUTRAL] That's OK, that's OK.
[CUSTOMER][NEUTRAL] His birthday tomorrow.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A little bit
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] OK, I will, uh, keep up my.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It looks like you had hospital indemnity products through us.
[CUSTOMER][NEUTRAL] And does it say which of my employees had it?
[CUSTOMER][NEUTRAL] To give you any, is it possible you could send it to me?
[CUSTOMER][NEGATIVE] I know it sounds silly, but I didn't know that it had lapsed. I know, I didn't see the bill, so therefore if I don't see it, I don't pay it. And now I was trying to figure something out and he goes, Oh, that lapsed last September. I'm like, Great, did not know that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I can't see that on my end. Is there any way I could get someone from, uh, that group to call you back?
[CUSTOMER][NEUTRAL] That'd be fantastic because whoever had it, I obviously have been charging them. I have to be able to reimburse them and I don't even know what it was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is the number that you gave me the [PII] still correct?
[CUSTOMER][POSITIVE] That's perfect.
[AGENT][NEUTRAL] OK, and is there a good callback time or just any time during the day?
[CUSTOMER][NEUTRAL] Um [PII], say [PII] any day.
[AGENT][POSITIVE] Hi [PII], I will try and get someone to call you back uh today or tomorrow, hopefully today um and see if we can get you that information.
[CUSTOMER][POSITIVE] Thank you I really appreciate it.
[AGENT][POSITIVE] All right. Thank you. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.