AccountId: 011433970860
ContactId: f5eae58b-8ecf-46dd-92ab-2166ab80d9c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84989 ms
Total Talk Time (AGENT): 34648 ms
Total Talk Time (CUSTOMER): 46170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f5eae58b-8ecf-46dd-92ab-2166ab80d9c6_20250217T22:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][POSITIVE] I'm wonderful thank you for asking. So hey, I, um, don't know if this is something you do, and I was hoping you could point me in the right direction. I have a request I'm trying to expedite, and it is for a master policy to be uploaded into Onase for a group and sent to the brokers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That would be new business. Um, what.
[CUSTOMER][NEUTRAL] New business
[AGENT][NEUTRAL] Yes, what's the group number?
[CUSTOMER][NEUTRAL] Um, 26868, it's a hub request so I can just like assign it over to them.
[AGENT][NEUTRAL] I believe that's the one sales of our did they put a hub request in too or who put the hub request in?
[CUSTOMER][NEUTRAL] Broker resources put it in and sent it to us and I didn't know where I was supposed to um redirect it.
[AGENT][POSITIVE] Pull it through how put it new business. I'll go out there and pull it.
[AGENT][MIXED] I don't understand why they put it through two different places, but OK, yeah, that'll be the best way to handle that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much. I will send it to him right now I'm just putting my note and I really appreciate it.
[AGENT][POSITIVE] No problem at all. Thank you and have a good day.
[CUSTOMER][POSITIVE] My pleasure you too bye bye.
[AGENT][NEUTRAL] Mhm.