AccountId: 011433970860
ContactId: f7ea4a30-a398-4b3d-b4a8-cfc820023bea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119639 ms
Total Talk Time (AGENT): 22989 ms
Total Talk Time (CUSTOMER): 55365 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/f7ea4a30-a398-4b3d-b4a8-cfc820023bea_20250424T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to I'm trying to locate one of our groups. I believe we're the broker of record. um I need to process the cancellation for a term a termed employee, but I can't find any uh group number on file um I just spoke with the producer and he confirmed that um we are the brokers um could you help me check on that please?
[AGENT][NEUTRAL] Well yeah, what's the group name?
[CUSTOMER][NEUTRAL] Um, HA contracting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They're located at [PII].
[AGENT][NEUTRAL] And who's the broker?
[CUSTOMER][NEUTRAL] [PII], it might be [PII] or [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't have either one of those names as the agent of record for the group.
[CUSTOMER][NEUTRAL] Is it 4 under 4 quotes?
[AGENT][NEUTRAL] Um, no, it's
[AGENT][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] Is it Fortune Insurance?
[AGENT][NEUTRAL] Uh, yeah, [PII].
[CUSTOMER][POSITIVE] [PII] Fortune Insurance. OK, that's what I was afraid of. OK, thank you so much. That's uh what I needed to confirm. I appreciate your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course, uh-huh. Have a good day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] OK, bye.