AccountId: 011433970860
ContactId: 1925327d-4b64-42f2-be4a-8f42fecc73b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99639 ms
Total Talk Time (AGENT): 29268 ms
Total Talk Time (CUSTOMER): 57779 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/1925327d-4b64-42f2-be4a-8f42fecc73b4_20250609T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Marsh McLennnon Agency on behalf of one of our clients. I just wanted to see um the enrollment status of one of their employees. Can you assist me with that?
[AGENT][NEUTRAL] Yeah, um, give me just a second.
[CUSTOMER][POSITIVE] Of course, take your time.
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][POSITIVE] I do whenever you're ready.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 23078.
[AGENT][NEUTRAL] 2023078.
[CUSTOMER][NEUTRAL] You got it mhm it's for Steiner.
[AGENT][NEUTRAL] Dinner Atlantic.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, and then what's the last name of the individual?
[CUSTOMER][NEUTRAL] The last name is [PII]. I can spell it out for you. It is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is the first name.
[CUSTOMER][POSITIVE] That is correct, yes, [PII].
[AGENT][NEUTRAL] Yeah, they're active in this, in this group.
[CUSTOMER][NEUTRAL] They are active? OK perfect so they're active as of when? Was it at the top of this year?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, it looks like [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] I appreciate it.
[AGENT][POSITIVE] Oh, of course. Yeah, I hope you have a great day.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][POSITIVE] Thanks bye.