AccountId: 011433970860
ContactId: cf751b17-cdc7-4cc9-b232-92689da1c72f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115110 ms
Total Talk Time (AGENT): 45876 ms
Total Talk Time (CUSTOMER): 65922 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/cf751b17-cdc7-4cc9-b232-92689da1c72f_20250128T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you this morning?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I'm doing OK. um, hey, can I give you a group number and you look at it and I'll tell you kind of what I got going on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, the group number is 21471.
[CUSTOMER][NEUTRAL] And it should be uh Centurion Restaurant Group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm speaking with an [PII], and she apparently has been in contact with [PII]. They're having some issues with premium, and she says that the premium is showing the wrong amount and I guess the benefits like when we're quoting benefits is wrong and [PII], she said has been working on it.
[CUSTOMER][NEGATIVE] Um, but [PII]'s not in and I wasn't really sure who could help her since it's like a premium issue. I don't know if that's something you can even help with or.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That if [PII]'s not in um and it's dealing with benefits or premiums not being correct your next um person or someone to reach out to would would be um customer service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and they should be able to look at like the files that are that have been sent in as far as um how the policies were issued, um, so yeah, when it comes to something like that if, if the um sales rep or broker resource person is not available, customer service or new business is gonna be your go to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm so sorry for bothering you that.
[AGENT][NEUTRAL] No, you're fine. You're fine.
[CUSTOMER][POSITIVE] Thank thank you so much. I'll note that down. I'll call over there and see what they got.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.