AccountId: 011433970860
ContactId: 203bf70f-4a05-4819-9e49-ef0d0ce0f544
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90569 ms
Total Talk Time (AGENT): 20904 ms
Total Talk Time (CUSTOMER): 32905 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/203bf70f-4a05-4819-9e49-ef0d0ce0f544_20250114T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi, uh, this is [PII]. [PII], could you, um, bring up a group called M and R Distributors? I just wanted to get a copy of their current benefits summary for a new employee.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, um, just a second.
[AGENT][NEUTRAL] said M and R.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And you just need a brochure?
[CUSTOMER][NEUTRAL] Yeah, I just, I have a new employee and uh I wanted to give them something on how the plan works.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] What is their benefit? Is it 4000 in and 2000 out or something like that?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, it looks like it's 4000, 2000.
[CUSTOMER][POSITIVE] Yeah, yeah, if you could send me that that would be much appreciated.
[AGENT][NEUTRAL] Yeah, I'll just send it to your email OK?
[CUSTOMER][POSITIVE] Alrighty thank you very much appreciate your help.
[AGENT][POSITIVE] Yeah, enjoy your day. Mhm bye.
[CUSTOMER][NEUTRAL] Bye bye.