AccountId: 011433970860
ContactId: cc68656e-a901-480e-a04f-8d86e09e6fa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140990 ms
Total Talk Time (AGENT): 76265 ms
Total Talk Time (CUSTOMER): 93170 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/cc68656e-a901-480e-a04f-8d86e09e6fa2_20250306T20:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], you must have a 300 page spiral notebook by now. Um, I can't tell you the plethora of people you guys have hired.
[CUSTOMER][NEGATIVE] Losing talent.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I know I'm gonna have to fly over there one day as soon as I land something halfway decent. Hey, I, I need your help. Um, um, this girl, I'm dealing with this risk management group and, and it's, and they're dealing with a car wash, so you can already tell that things are topsy-turvy and I got a pregnant lady that was mistakenly taken off, and I, can I give you her policy number to see if APL's reinstated it yet. So policy numbers.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] and
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I talked to her on Friday.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah sure what's the group?
[CUSTOMER][NEUTRAL] Uh, uh, hold on, I got the group. Hold on. It's from, oh darn it, I'm tagging. OK, it's group number 26545.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And so I was asking.
[AGENT][NEUTRAL] OK, and who am I looking for, [PII]?
[CUSTOMER][NEUTRAL] Um, her name is [PII] I got the policy number. I don't see it on OCS. That's why I'm calling.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Wait, is it [PII] is that it?
[CUSTOMER][NEUTRAL] Oh, I see, I mean.
[CUSTOMER][NEUTRAL] No, no, no, it's [PII].
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I was like, oh OK yeah.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] See her laps. Let me look at her accurate list.
[CUSTOMER][NEUTRAL] Anyway, I sent over the request at [PII] on Tuesday.
[AGENT][NEGATIVE] I see [PII] may have, but oh, you said it last week. Oh, that's terrible, [PII] uh.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I know, I know that, yeah.
[CUSTOMER][NEGATIVE] No, I sent it in, no, the, the, uh, broker told me that they were mistakenly, this lady was mistakenly taken off Tuesday at [PII], I asked them to reinstate the policy and I just have the broker asking me. I know it's only Thursday.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] maybe it's like also.
[AGENT][NEUTRAL] No, I don't see it reinstated yet. So, um, can you send me an email? Who'd you send it to to have it reinstated?
[CUSTOMER][NEUTRAL] But it's kind of
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, just the APL customer care team.
[AGENT][POSITIVE] send it to me and I'll see what I can get done. I was like I, I put it together, but yeah, sounds good thanks.
[CUSTOMER][POSITIVE] OK, alright, I'll directly send it to you. All right, thanks.
[CUSTOMER][POSITIVE] All right, thanks, bye.
[AGENT][NEUTRAL] I