AccountId: 011433970860
ContactId: 0bb70fb1-4e1e-4e55-8694-7f0a4d6d654e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114029 ms
Total Talk Time (AGENT): 39675 ms
Total Talk Time (CUSTOMER): 65893 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0bb70fb1-4e1e-4e55-8694-7f0a4d6d654e_20250304T22:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Hey, I'm doing great. I have a question for you. I'm not sure if y'all are in the right department, um, so I'm just asking. I have a broker reaching out and they wanna know, um, is there a waiting period when an employee is rehired? Is that something like y'all would know or does that go to broker resources or like billing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I know I'm not sure about rehiring, but I know um what's the, do you have a group number?
[CUSTOMER][NEUTRAL] Yeah, I do have the group number. It's gonna be 16964.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] I see that they have like a new higher waiting period in general in 60 days, but I guess the agent wants to know if it like counts for people.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I think that would be, um.
[AGENT][NEUTRAL] What is it called sales?
[AGENT][NEUTRAL] OK, brokers resources.
[CUSTOMER][NEUTRAL] Sales maybe new business.
[CUSTOMER][NEUTRAL] Broker resources.
[AGENT][NEUTRAL] Yeah, broker resources.
[CUSTOMER][NEUTRAL] OK, I'll send the email to them I like don't know. I've never had that question before.
[AGENT][NEUTRAL] Right, me neither. I
[AGENT][NEUTRAL] But um you know, all I know is new hires at 60 days, but I don't know about.
[AGENT][NEUTRAL] Rehash.
[CUSTOMER][POSITIVE] OK, perfect. And
[CUSTOMER][POSITIVE] All right awesome I think that's great. I'm just gonna send it to them and if they don't like it they'll tell me I'm sure and I'll learn.
[AGENT][NEUTRAL] OK. Well, let me know what they say, so I'll know.
[CUSTOMER][NEUTRAL] OK, yeah, if they push back on it and tell me if it's somewhere else, I'll let you know for sure that way if somebody else ever calls you again you'll have that knowledge too.
[AGENT][POSITIVE] OK, thank you [PII].
[CUSTOMER][POSITIVE] Hey, my pleasure. Thank you so much. I really appreciate your time.
[AGENT][POSITIVE] All right, thank you. Good bye.
[CUSTOMER][POSITIVE] My pleasure bye bye.
[AGENT][NEUTRAL] I