AccountId: 011433970860
ContactId: f76dac03-2d2e-409c-a831-6290d22e420c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116370 ms
Total Talk Time (AGENT): 55416 ms
Total Talk Time (CUSTOMER): 43569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f76dac03-2d2e-409c-a831-6290d22e420c_20250528T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good good afternoon, um, this is [PII] with Journey Insurance Group. I'm calling and I need my renewal for, um, PBC Management LLC, which I'm showing is group number 25562, but you guys might be showing 22,050, so I'm trying to get clarity on it.
[AGENT][NEUTRAL] OK, hold on one second, let me pull that up just one second. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 25562 comes up under PVC Management LLC, is that what you're referring to?
[CUSTOMER][POSITIVE] Yeah, yep, yep, yep.
[AGENT][NEUTRAL] OK, alright, and you're needing the renewal for this group?
[CUSTOMER][NEUTRAL] Yes, ma'am. I haven't received it. Do you need my agent number to pull me up?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I've got you in here. Looks like the renewal is [PII], so let me see if we have it out here. We should give me just one second.
[CUSTOMER][NEUTRAL] It is, yeah, it is and and that you and you can see that my agency myself is showing us the broker, correct?
[AGENT][NEUTRAL] Yeah, I have Cora journey and then your email is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] That's it, yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me just go out here and see where the renewal stuff is. Bear with me just a second. Let's see.
[CUSTOMER][POSITIVE] Appreciate that thank you.
[AGENT][POSITIVE] Mhm. Yeah, no problem.
[AGENT][NEUTRAL] Alright, I do have the renewal information out here. I'm not sure why it didn't get forwarded to you, so I apologize, but do you want me to send it to you at that core [PII]?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes please thank you because I'm getting ready to meet with the owner. I appreciate that. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you, no problem. I'll send that over here in just a few minutes. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. That's what I was looking for. Thank you so much.
[AGENT][POSITIVE] All right, you have a great day. Thanks for calling EPL.
[CUSTOMER][POSITIVE] You too thanks OK bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.