AccountId: 011433970860
ContactId: 19d80532-2fc5-40e3-8c48-b1f05a82ddb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96529 ms
Total Talk Time (AGENT): 26066 ms
Total Talk Time (CUSTOMER): 30269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/19d80532-2fc5-40e3-8c48-b1f05a82ddb9_20250122T19:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling this is.
[CUSTOMER][NEUTRAL] Hi [PII], I can barely hear you.
[AGENT][NEUTRAL] Is this better?
[CUSTOMER][NEUTRAL] A little bit, just sounds like you're underwater or like far away.
[AGENT][POSITIVE] I'm sorry, you sound like perfectly clear.
[CUSTOMER][NEUTRAL] I just have a quick question for you um if I have a group that is using a COA TPA, is there a specific email address that APL where that COA TPA should be emailing um notifications?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me find that for you. Hold on just a second for me. I can get that for you. Hold on.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No what else to talk about.
[AGENT][NEUTRAL] OK, that email is gonna be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Not a problem. You have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye bye.