AccountId: 011433970860
ContactId: 066d5424-73bd-41b6-a5bf-8de74c51f0a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219250 ms
Total Talk Time (AGENT): 62295 ms
Total Talk Time (CUSTOMER): 85578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/066d5424-73bd-41b6-a5bf-8de74c51f0a3_20250114T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon or good morning. I was wondering if you could give me um either a copy of our last invoice or just let me know how much a particular employee of ours we were paying um insurance for.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] Uh, yeah, I can definitely help you with that. Can I get your name, please?
[CUSTOMER][NEUTRAL] Um my first name is [PII]
[CUSTOMER][NEUTRAL] And my last name is [PII]
[CUSTOMER][NEUTRAL] The name of the company is East Coast Marine.
[CUSTOMER][NEUTRAL] LLC
[CUSTOMER][NEUTRAL] And the group number is 26157.
[AGENT][NEUTRAL] OK, and I'm sorry, could I, um, could, could I, you spell your first name for me one more time please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And group number 26157.
[CUSTOMER][NEUTRAL] We changed insurance plans and I deleted my login like, oh, I don't need this information anymore. I'm cleaning up my computer and then the accountant's like, I need blah blah for you, and I was like, oh oops.
[AGENT][NEUTRAL] No, you're good. I can definitely uh help you with this. So, um, could you please uh verify for me the physical address um of East Coast Marine?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and.
[AGENT][NEUTRAL] Um, OK, so is there supposed to be an [PII]?
[CUSTOMER][NEUTRAL] It doesn't have to be. I mean it says on our door A but it could be just one on one.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Because we're in a in one of those little shopping plazas where there's um businesses on the bottom and then apartments on the top.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So that's how it just but are obviously our business name I give it to us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. Thank you for vering that, um, sorry, verifying that for me, [PII]. So let me see, what was the employee of the specific employee that you were asking about?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII]. The last name is [PII]
[AGENT][NEUTRAL] Give me a second, just get my invoice pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we have for the Medlink, um, we have 10675.
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] 10675.
[CUSTOMER][NEUTRAL] 10675 OK.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much.
[AGENT][POSITIVE] Yeah, no problem. I hope you have a great rest of your day. It's a pleasure assisting you.
[CUSTOMER][POSITIVE] You too thank you bye bye you too.