AccountId: 011433970860
ContactId: f4542418-52eb-41b7-940f-83cdc4c8cade
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133410 ms
Total Talk Time (AGENT): 37741 ms
Total Talk Time (CUSTOMER): 77321 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f4542418-52eb-41b7-940f-83cdc4c8cade_20250116T20:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, I apologize. I must have dialed the wrong extension. I'm trying to reach [PII], please.
[AGENT][NEUTRAL] [PII] is out of the office today. Is there something I might be able to help you with?
[CUSTOMER][POSITIVE] Well, uh, possibly I was reaching out to her as a director of broker experience regarding licensing compliance automation, uh, making sure that process is as easy and simple and attract those top producers so they have a great experience. Is that something that would be what you're involved in or is [PII] the right person?
[AGENT][NEUTRAL] Actually that would be another area but I can get your contact information and I can give it to them.
[CUSTOMER][POSITIVE] OK, that would be wonderful. Thank you, [PII], you said, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Awesome. Uh, so this is [PII].
[CUSTOMER][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Calling from [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, is this a direct line or is this your cell phone?
[CUSTOMER][NEUTRAL] That's my direct line, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And who do you recommend that I reach out to instead of [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It would probably be [PII], however, she is currently out of the office as well. Um, but I'll pass this along to her and when she gets back, I'll have, I'll have her contact you, OK?
[CUSTOMER][POSITIVE] So helpful and so obviously it's not the broker experience it's is there a like license so I know next time you know as it should be licensing or compliance or licensing OK.
[AGENT][NEUTRAL] It's licensing, yeah, it's licensing.
[CUSTOMER][POSITIVE] Awesome, so helpful, [PII]. Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK. Thank you. Bye bye.