AccountId: 011433970860
ContactId: 043673f2-3b79-408d-8486-4f657d2ee954
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100029 ms
Total Talk Time (AGENT): 15469 ms
Total Talk Time (CUSTOMER): 72530 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/043673f2-3b79-408d-8486-4f657d2ee954_20250617T17:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Employer retention Benefits and, and I do apologize you said your name was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK [PII], so employee retention benefits um for our LA County employees, um, effective.
[CUSTOMER][NEUTRAL] [PII] we did migrate them away from APL but not our city employees which are our clients uh we were following up with a client by the name of [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII] from your billings side said that as per group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All LA City Group employees clients were canceled as of [PII]. I never heard of such a thing, and I was wondering if I can get your help. I would like to call [PII] on this, but she never has a phone number listed for her emails. It's on her signature line. It's just her name.
[CUSTOMER][NEUTRAL] So I was wondering if you could please help us with this because we have quite a few clients that have been without coverage now for a year that we didn't know about.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And it's possible.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] The long
[CUSTOMER][NEUTRAL] I, I'm sorry, I could barely hear you.
[AGENT][NEUTRAL] Can you hear me better now?
[CUSTOMER][NEUTRAL] If you speak really loudly, I will be able to, you're off in the distance somewhere.
[AGENT][NEUTRAL] So weird. OK, let me rebook this.
[AGENT][NEUTRAL] Give me just a second, see if it's my earpiece.