AccountId: 011433970860
ContactId: d1f02ed0-97be-4cf9-94f7-5101f611fb26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64260 ms
Total Talk Time (AGENT): 19841 ms
Total Talk Time (CUSTOMER): 47858 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d1f02ed0-97be-4cf9-94f7-5101f611fb26_20250530T20:25_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good [PII], it's my head swimming with these brokers. I just don't know how to get onto their own website. Can you do me a favor?
[AGENT][POSITIVE] I'm so sorry. Sure.
[CUSTOMER][NEUTRAL] Yeah it's OK it's, it's, you know, they only do like two groups a year, so, um, underneath CRD 2549625496 it's called Florida Resource Management.
[AGENT][NEUTRAL] Yep, got it. Mhm.
[CUSTOMER][NEUTRAL] Is there a way that you can email me a yeah, is there a way that you can email me a group detail report.
[AGENT][NEUTRAL] Group detail report, yeah, absolutely, yep, give me your email address again or.
[CUSTOMER][POSITIVE] Yeah, that would be cool you can use.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] [PII] the word insurance all [PII].
[AGENT][NEUTRAL] [PII]. OK, yeah, I'll do that.
[CUSTOMER][POSITIVE] So [PII] yeah thanks I appreciate it thank you.
[AGENT][POSITIVE] [PII], yup. No worries. All right, you have a great day.
[CUSTOMER][POSITIVE] Yeah thank you alright bye thanks you too bye.
[AGENT][POSITIVE] Thank you bye bye.