AccountId: 011433970860
ContactId: 147c1569-6d83-458a-b0ea-59b2183f696f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276209 ms
Total Talk Time (AGENT): 70629 ms
Total Talk Time (CUSTOMER): 100479 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/147c1569-6d83-458a-b0ea-59b2183f696f_20250328T19:35_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, may I speak to on the HR to verify employment?
[AGENT][NEUTRAL] OK, so you need somebody in HR.
[CUSTOMER][NEUTRAL] Yeah the doctors.
[AGENT][NEUTRAL] Um, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It's America [PII].
[CUSTOMER][NEUTRAL] You don't
[AGENT][NEUTRAL] And where are you calling from?
[CUSTOMER][NEUTRAL] ARS.
[AGENT][NEUTRAL] A you said AR?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm [PII]. This one is a little old.
[AGENT][NEUTRAL] OK, and let me see who I need to get you to, OK? And, and that is the whole name of the company, so they, because they're gonna ask me.
[CUSTOMER][NEUTRAL] From [PII], OK.
[CUSTOMER][NEUTRAL] Yes, ma'am, but unfortunately, I can't give any of any other information out because that is medical information so I can't get information out.
[AGENT][NEUTRAL] Oh, no, I'm just asking for the name of where you're calling from, so I can give it to them.
[CUSTOMER][NEUTRAL] ARS.
[AGENT][NEUTRAL] You're saying ARS?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, 8. OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. Have you tried using Wage Verify or calling that number?
[CUSTOMER][NEUTRAL] Um, no, ma'am, we have to have the direct, um, employment.
[AGENT][NEUTRAL] You have to have a card, OK, OK, so let me try get Miss [PII] on the line, OK? One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Human resources this is [PII]. May I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII]. How are you?
[CUSTOMER][NEUTRAL] Good and yourself?
[AGENT][NEUTRAL] I'm good, I'm good. I have this is our care team. I'm sorry. I have Miss [PII] on the line. Uh, she's from ARS and she's calling for employment verification.
[CUSTOMER][NEUTRAL] OK, just send her on through.
[AGENT][POSITIVE] OK, here she comes. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye. Ms. [PII], I got Miss [PII] on the line. She's gonna assist you from here, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, thanks for holding. How can I help you today? Um, hey, I'm calling to verify uh [PII] um Employment here. [PII]. Yes, um [PII] It might be [PII]. I think it's [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm not showing anything about that last name. OK, she does she know that she works for American Fidelity or American Public American Public Life Insurance.
[CUSTOMER][NEUTRAL] And you said she's coming up as [PII] for the last name. [PII] Yes ma'am. OK. Yeah, that's coming up.