AccountId: 011433970860
ContactId: d384aba8-e73b-4883-be57-9f9cda8dc495
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113239 ms
Total Talk Time (AGENT): 58959 ms
Total Talk Time (CUSTOMER): 63098 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/d384aba8-e73b-4883-be57-9f9cda8dc495_20250205T21:52_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] [PII], how are you?
[CUSTOMER][NEUTRAL] Hey, good. I just, uh, [PII] is doing some whale hunting today, which means like super large groups. Yeah, yeah, they used to call me the whale. Yeah, somebody's gotta do it. Hey, um, I just wanna see before I call in a small whale if this account is still an active APL account or not.
[AGENT][POSITIVE] Whale hunting, wow, good for you. Congratulations.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, what do you got a group number for me?
[CUSTOMER][NEUTRAL] Alright, so, uh, yeah, all I have is the name. So it's Mr. MR [PII], like glass, you know, windows. So Mr. Glass doors and windows.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Glass
[CUSTOMER][NEUTRAL] Yeah, it's a big thing, yeah, glass and windows are a big thing here in [PII], all these hurricanes.
[AGENT][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] There used to be an account.
[AGENT][NEUTRAL] I don't see them, but let me look one more place, mister.
[CUSTOMER][NEUTRAL] Glass doors.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 267-73 let me look and um see if it's active hold on a second.
[AGENT][NEUTRAL] 267-773.
[CUSTOMER][NEUTRAL] Uh, it seems like a new number. Well, that seems like even um like new new.
[AGENT][NEUTRAL] Well, it does, but it was too or there is another one that says 24512. I wonder if it was with a like a master or something.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, Mr. Glass doors and Windows Manufacturers is active, and that's group number [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they, they, uh, had a weird gap plan in there that they, that the deductible was $1000 before the Medlink would, uh, pay. Alright, no problem, totally understand. All right, thanks for letting me know.
[AGENT][NEUTRAL] Library and just so that you.
[AGENT][POSITIVE] Of course, yeah, have a good day.
[CUSTOMER][POSITIVE] All right, you take care, [PII]. You too, bye.
[AGENT][NEUTRAL] You too bye.