AccountId: 011433970860
ContactId: e7fed71c-550c-46ec-bbad-67bdfc770203
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131470 ms
Total Talk Time (AGENT): 37048 ms
Total Talk Time (CUSTOMER): 63164 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/e7fed71c-550c-46ec-bbad-67bdfc770203_20250116T22:15_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, [PII], it's [PII], heck of a nice guy. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEGATIVE] Good. Hey, a stupid man question. Do you guys close broker services at [PII] Eastern time or do you still stay up? I mean, I know you're answering now.
[AGENT][NEUTRAL] Yeah, I will be here till [PII] our time, which is [PII] yours, right? Yeah.
[CUSTOMER][NEUTRAL] OK, OK, got you. Oh, cool. OK, um, I never, never asked before. Hey, is there a way you can send me, of course I got a call from a broker after hours. Um, I, we, it took us 3 weeks just to get the group on OSC and I'm walking my wife's dog, but can you send me the, um, renewal for a company called Quad QUAD Quad Realty.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Real tea, OK.
[AGENT][NEUTRAL] Yeah, let me just make sure it's out here. Give me just one second.
[CUSTOMER][POSITIVE] Yeah, it's OK. So I got half a mile to get this dog to do what she's got to do so I can get on with my life.
[CUSTOMER][NEUTRAL] Oh hey, can I put you on hold?
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][POSITIVE] Thanks for hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, I'm back.
[AGENT][NEUTRAL] OK, you're fine. So Quad Realty Investments for, so I start renews in July, so the renewal is not out there yet.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I thought so. OK, OK, alright, I appreciate it.
[AGENT][NEUTRAL] They usually do it 3 months before. Do you still need me to send it? they oh.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, for, yeah, I, I wasn't privy that it was an admed group, OK, OK, alright.
[AGENT][NEUTRAL] OK, I'll have to request it from underwriting and as soon as I get it I'll send it to you.
[CUSTOMER][NEUTRAL] No, no, no, don't, don't worry about it. I'll tell, I'll tell the broker. OK, got it. All right, thanks. All right, bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, OK, all right, thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.