AccountId: 011433970860
ContactId: f43db8c6-ad42-4db1-a505-0e9df5c7dcdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150020 ms
Total Talk Time (AGENT): 59207 ms
Total Talk Time (CUSTOMER): 48760 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/f43db8c6-ad42-4db1-a505-0e9df5c7dcdf_20241230T14:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm a broker with you. I need to find out whether or not you have received an application processed it on one of my groups. I don't have any confirmation of it yet.
[AGENT][NEUTRAL] This is the claims department. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, could you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] Your phone broke up. I didn't hear you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the group number? So, is there a group number or a group name?
[CUSTOMER][NEUTRAL] The name of the company is OME Inc. Let me see if I have a good number for you for that.
[AGENT][NEUTRAL] You said OME?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then what was after the E?
[CUSTOMER][NEUTRAL] Inc INC.
[AGENT][POSITIVE] Thank you, so hold one moment let me transfer you to the correct department so they can better assist you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm great thanks for asking. This is [PII] in the claims department. I have a broker on the phone by the name of [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] He's calling about a group of OME Inc and he wanted to verify the application status of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll be happy to talk to him, send him on over.
[AGENT][NEUTRAL] And his callback number is [PII]. Hold one moment.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Hello [PII], I'm gonna transfer you over to the broker's resources department. Your callback number is [PII] just in case the call is disconnected.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Hello [PII], I'm transferring [PII]. Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hi [PII].