AccountId: 011433970860
ContactId: e81138a7-f184-461b-826c-deb07a52c092
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242300 ms
Total Talk Time (AGENT): 66007 ms
Total Talk Time (CUSTOMER): 54668 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/e81138a7-f184-461b-826c-deb07a52c092_20250625T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Oh, did you say [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yes, this is [PII]. I just received a phone call from you guys, but it hung up like immediately when I answer the phone.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] That's weird. OK, are you a broker?
[CUSTOMER][NEUTRAL] Yeah, broker, yes, mhm.
[AGENT][NEUTRAL] And I'm sorry, what was your last name?
[CUSTOMER][NEUTRAL] [PII] O.
[AGENT][NEUTRAL] Do you were you um
[AGENT][NEUTRAL] Expecting a phone call.
[CUSTOMER][NEUTRAL] I called in. I left my um my number to call back.
[AGENT][NEUTRAL] OK, um, and what were you, uh, uh, it might be something I can assist you with. What, what, what was going on?
[CUSTOMER][POSITIVE] Wonderful, can you tell me, can you maybe see if my, uh, quote is ready for meddling 6 on a group because I, I, I need to get this information back to the group.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, and do you know who you were talking with previously? Was it maybe [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, I don't know. The girls, 00, they emailed the request. The ladies from my office emailed the request.
[AGENT][NEUTRAL] Oh, OK, OK, give me just a second to let me find out if they were needing any additional information um to do the quote. Can I put you on hold for just a second?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, it looks like it was um [PII] who is working on your quote. She is actually in a meeting at the moment, um, but she said to let you know that she is working on it and it will be emailed over to you today.
[CUSTOMER][POSITIVE] Oh wonderful wonderful thank you so much because so we can get this out because I I think we're gonna get this group so just get it out to me I'll bring, bring the business in.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, that's so exciting. Yes, that's great news. OK, um, she said that the request, yeah, will be sent over with the proposals and uh more information later today.
[CUSTOMER][POSITIVE] Wonderful thank you so much I appreciate your help.
[AGENT][POSITIVE] Yes, sir. You're welcome. Have a good day.
[CUSTOMER][NEGATIVE] You too dear bye bye.
[AGENT][NEUTRAL] Bye.