AccountId: 011433970860
ContactId: 0bbfed1a-a265-46b9-a496-a90ce22ed84a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130979 ms
Total Talk Time (AGENT): 55074 ms
Total Talk Time (CUSTOMER): 32572 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/0bbfed1a-a265-46b9-a496-a90ce22ed84a_20250226T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to find out if Benefit Mall is the is the general agent on the group.
[AGENT][NEUTRAL] OK. Are you with the group, ma'am?
[CUSTOMER][NEUTRAL] No, I'm with the general agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] 24521
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK and then what is your name please?
[CUSTOMER][NEUTRAL] Uh, [PII] the last name is [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said that you're with the agent?
[CUSTOMER][NEUTRAL] General agent.
[AGENT][NEUTRAL] General agent OK and what is the general agent's name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not finding that on this group, um, and I, I don't see that you're the contact person either, um, so that, that name is not on this group information.
[CUSTOMER][NEUTRAL] OK, so we're not.
[CUSTOMER][NEUTRAL] And that, OK, perfect. Can I just get a reference number?
[AGENT][NEUTRAL] Yes ma'am, um, you can use my name it's [PII] and today's date.
[CUSTOMER][NEUTRAL] How do you spell that?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, perfect. Just wanna make sure that I don't get it messed up. OK, perfect. Thank you. I appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome. We appreciate you calling APL Miss [PII]. You have a good day.
[CUSTOMER][NEUTRAL] Bye.