AccountId: 011433970860
ContactId: f2406eac-e3b7-4d48-bbf1-3e1358284dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274799 ms
Total Talk Time (AGENT): 107518 ms
Total Talk Time (CUSTOMER): 126771 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f2406eac-e3b7-4d48-bbf1-3e1358284dbc_20250131T14:35_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm uh an agent. Um, I was following up on a quote. Um, I need to speak. I'd like to speak to the person in underwriting that's working on it. I was supposed to have it yesterday and I'm trying to get it expedited this morning.
[AGENT][NEUTRAL] All right. And do you know what, if there's a group number associated with that?
[CUSTOMER][NEUTRAL] Uh, yes, there is. Hold one second, I have it not too far from here.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It it's 2.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] detail, hold a second. I'm looking at the bill.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 21302
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Is that for um government management services?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is a good callback number? Just in case we get disconnected, we can get right back to you, Mr. [PII].
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And you said your last name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And if you don't mind holding just one moment, let me get you to our broker resources and they can check on that for you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. One moment, please, sir.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. It's [PII] in care team. How are you doing today?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. Happy Friday. Um.
[CUSTOMER][POSITIVE] Yeah, happy Friday. Mhm.
[AGENT][NEUTRAL] I have agent [PII] on the line. He's calling regarding group number.
[AGENT][NEUTRAL] Oh, I'll get back to it. Hang on. 21302.
[AGENT][NEUTRAL] He wanted to speak with someone in underwriting stating that he was waiting for a the proposal or
[CUSTOMER][NEUTRAL] I can't speak to anybody in underwriting. He called yesterday. Yeah, he called yesterday too, and he's wanting this like we're working on it, like I don't know.
[AGENT][NEUTRAL] That's why I'm calling you.
[AGENT][NEUTRAL] Do you want it now?
[CUSTOMER][NEUTRAL] He wants it yesterday.
[AGENT][NEUTRAL] Imagine that
[CUSTOMER][NEGATIVE] And I know, right? It's like, yeah, no, you can't speak to anybody in underwriting and we already told you that we're working on it.
[AGENT][POSITIVE] Bless him. He just trying to take care of his people, I'm sure.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, I'm sure. I just, yeah, I mean, I think that
[CUSTOMER][NEUTRAL] [PII] is, um, I talked to [PII] yesterday because somebody called.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And he had just sent it in like possibly the day before.
[CUSTOMER][NEUTRAL] And then we had our all colleague forum meeting of course so we were all out and yeah he called that afternoon and we were like we were in a meeting you just sent this in yesterday we're working on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Give us a minute.
[CUSTOMER][NEUTRAL] Yeah. So, it's gonna be the same thing. I don't really know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What to tell him.
[AGENT][NEUTRAL] Yeah, I do have this callback number if you would like that as well.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] His callback number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You ready to tell him the same thing?
[CUSTOMER][NEUTRAL] I guess
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you. And I, I'm so sorry I said your name in the beginning, [PII], thank you, [PII]. Listen, I hope you have a great weekend. Let me get him to you. Thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's OK, [PII]. Yes, yeah, of course.
[CUSTOMER][NEUTRAL] Yes, me too.
[AGENT][POSITIVE] Mr. [PII], I have [PII] on the line. She's going to assist you further. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey, good morning, [PII]. Thanks for your help. Of course I understand that you're needing the proposal that you asked for possibly yesterday.