AccountId: 011433970860
ContactId: 2560c648-be1f-43ef-b5d9-0033ddee19fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125040 ms
Total Talk Time (AGENT): 33187 ms
Total Talk Time (CUSTOMER): 96920 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2560c648-be1f-43ef-b5d9-0033ddee19fb_20250220T16:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning. How are you today? It's [PII].
[AGENT][NEUTRAL] Hi [PII]. How are you?
[CUSTOMER][POSITIVE] Well, good morning. All is well. I'm just getting ready to finish an app for a new group to bring over to you called Sugar River Machine in in uh [PII]. So all is good. Um, I'm just completing a bunch of open enrollment meetings at Integra.
[AGENT][POSITIVE] Oh, awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you know, Integra and they have IMV, and in the meetings, I had a few people say, oh, I, I don't have an APL card or one guy said he had his wallet, lost his wallet, needed to replace the card. So there were 5 people. I sent it in to the service team this morning. I just wanted to make sure I was asking in there. It said, could you mail these folks um a new ID card and could you send me an email uh with a temporary one and I'll, I'll make sure everybody gets it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you sent that to the customer care team.
[CUSTOMER][NEUTRAL] I just sent it to the [PII] team.
[AGENT][NEUTRAL] Oh, OK, let's see.
[CUSTOMER][NEGATIVE] If you want me to, I could send it somewhere else.
[AGENT][NEUTRAL] No, I've got it right here. I see it. We just haven't worked it yet.
[CUSTOMER][POSITIVE] OK, yeah, if you could send me those, I'd greatly appreciate it thank you thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, not a problem, [PII]. We'll get on it and have them over to you.
[CUSTOMER][NEUTRAL] OK, alright, well you have a great day. I'm trying to think if there are any other questions, um, reference to APL, um, that I don't that that we didn't that I wasn't able to answer in the enrollment meeting.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, no, I think, I think I covered everything. They had a lot of questions that I did, uh, I've done, uh, 4 enrollment meetings. The last one is tomorrow, you know, they have all these locations now and all that stuff, so some are online, some I've had to drive in, you know, in person, and, uh, so it's uh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Well, if you have questions, you know, you can always reach out to us.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you thank you.
[AGENT][POSITIVE] Thanks, [PII]. Have a good one today.
[CUSTOMER][NEUTRAL] Bye bye.