AccountId: 011433970860
ContactId: d0f22316-66d1-4c5d-835d-db2132b15e23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244570 ms
Total Talk Time (AGENT): 84231 ms
Total Talk Time (CUSTOMER): 137426 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d0f22316-66d1-4c5d-835d-db2132b15e23_20250402T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm sorry, did you say [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Hey, [PII], this is [PII] in uh new business customer service, wherever I'm at.
[AGENT][NEUTRAL] Yes, ma'am, right.
[CUSTOMER][NEUTRAL] Oh, so, can you look at a group with me? I have a bookkeeper on the phone.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, the group is 25912.
[CUSTOMER][NEUTRAL] The service group.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] I'm sorry, what did you say their name was?
[CUSTOMER][NEGATIVE] He, I'm sorry. I'm so normally [PII] and it's just really bad today. K K E Y service group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what questions?
[CUSTOMER][NEUTRAL] She wants to know exactly when the renewal is going to be complete. Can I don't know how can I be precise and give an exact time and date? I said, no, ma'am, I cannot because like.
[AGENT][NEUTRAL] Oh yeah, no, there's, I mean, I can, I can get to see who is working on it, um, but no, I mean that's it's just gonna depend upon underwriting and 100 other things, so, um.
[CUSTOMER][NEUTRAL] Oh, she's
[AGENT][NEUTRAL] Do we, do you want to.
[CUSTOMER][NEUTRAL] I told her to get with her broker at first.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, I thought, I thought to get with a broker first and then, well, let me just call you while you might see something I don't see. Give me some, some, some, what would you like me to say to her, Ms.
[AGENT][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] Uh, well, I mean if you, if you want to send her over to me, um, I, I can tell her that it's just gotta go through the process and once everything's complete I can get with the underwriting team to see if they have an estimated date but um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I'm not sure.
[CUSTOMER][POSITIVE] You're awesome, thank you. Alright, so now this is [PII], and I did verify the billing address, phone number and her email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]. OK.
[CUSTOMER][POSITIVE] Mhm. I'm gonna join with y'all for just some, I hope I don't lose you, one of you. I joined and then I leave the call, right? Cause I'm, I just wanna let her know that, OK, here we go.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I made you say on silent. Hold on one second.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, it starts here. OK, I have [PII] on the phone with our broker resources department, and she's going to try to assist you from here, OK.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] I'm here, yes.
[CUSTOMER][NEUTRAL] OK, thank you. And this is Ms. [PII]. She is our group contact.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Ms. [PII]
[CUSTOMER][NEUTRAL] Yep I'm here.
[AGENT][NEUTRAL] Hi, yes, OK, um, so I'm gonna have to get with underwriting to see exactly what the time line is on this. What is a good phone number for me to give you a call back at?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh yeah, sure, let me tell you my callback number. The number which is mentioned, no need to call on that number. You have to call me. I'm giving you a new number, just hold on a moment. It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the extension is [PII].
[AGENT][NEUTRAL] And that's directly to you?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and you're calling from what you're not calling from key.
[CUSTOMER][NEUTRAL] I am calling from Key.
[AGENT][NEUTRAL] OK, so you're calling from them directly.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.