AccountId: 011433970860
ContactId: e3acca9d-7a0e-4eed-95d8-058bee013c50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227350 ms
Total Talk Time (AGENT): 35955 ms
Total Talk Time (CUSTOMER): 57468 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e3acca9d-7a0e-4eed-95d8-058bee013c50_20250513T17:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from uh for quotes Insurance underwriters. How are you?
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][POSITIVE] I'm doing pretty good. I was calling because I am needing a benefit summary uh for our client US parking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I am good. Would you be able to help me with that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let me just get you.
[AGENT][NEUTRAL] I need to look them up. Is it a Florida group?
[CUSTOMER][NEUTRAL] It is a Florida group and the group number is 21766.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you just need a summary for them?
[CUSTOMER][NEUTRAL] Yeah, just the, the benefits and the full rates.
[CUSTOMER][NEUTRAL] The pre the monthly premiums.
[AGENT][NEUTRAL] OK, and who do I need to send it to?
[CUSTOMER][NEUTRAL] Um, if you could please send it to me, [PII] [PII], and that's um [PII] at [PII] end.
[CUSTOMER][NEUTRAL] Plural.
[AGENT][NEUTRAL] Insurance and.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] OK I just sent it out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me refresh my system, make sure I got it.
[CUSTOMER][NEUTRAL] It went out on your end.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, give me just a second.
[AGENT][NEUTRAL] I don't think
[AGENT][NEUTRAL] At N
[AGENT][NEUTRAL] Insurance under.
[AGENT][NEUTRAL] Writers.
[AGENT][NEUTRAL] Sorry, I think I
[CUSTOMER][NEUTRAL] It didn't get kicked back or anything.
[AGENT][NEGATIVE] No, I just resent it.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] Hello?