AccountId: 011433970860
ContactId: 343d2633-8e4b-4899-86da-d1c22e638bb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398630 ms
Total Talk Time (AGENT): 139902 ms
Total Talk Time (CUSTOMER): 254618 ms
Interruptions: 8
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/343d2633-8e4b-4899-86da-d1c22e638bb2_20250624T13:08_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], uh, this is [PII] with Combined Benefits Group, third party administrator for, um, Giddings ISD, and I need, um, uh, the June, um, the June, um, PDF and the Excel.
[AGENT][NEUTRAL] Yes, sure.
[AGENT][POSITIVE] OK, absolutely. Do you have that group number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, great good not I can't even talk this morning.
[AGENT][NEUTRAL] OK, what does that mean?
[AGENT][NEUTRAL] It's OK, it's fine.
[CUSTOMER][NEUTRAL] Group number is 18.
[CUSTOMER][NEUTRAL] 18,460.
[CUSTOMER][NEUTRAL] And I, I'll need both the the PDF and the Excel.
[AGENT][NEUTRAL] 8. So sure, Ms. [PII], I can get that for you. Just let me verify that I got the right group. Can you verify that mailing address for Denny's Independent School District?
[CUSTOMER][NEUTRAL] Uh, the, uh, oh no, I, I, I don't need a mail you, you're talking about the mailing address of the school.
[AGENT][NEUTRAL] Yes, ma'am, I just need to verify that we have the information correct in our system. I'm gonna email you your invoices at the PDF and the.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, yeah, um.
[CUSTOMER][NEUTRAL] You want you want me to look up uh because I don't have the address right in front of me here. I have to look it up online you want me to look it up?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK. Uh, if you can, yes, ma'am, please.
[CUSTOMER][NEUTRAL] Yeah, hold on a minute let me get in there. I'm, I'm gonna put, put the phone down a minute, OK? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Sure, Ms. [PII], thank you so much.
[CUSTOMER][NEUTRAL] OK, I'm, I'm, uh, here it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. And can you verify your email for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the email is [PII], which is spelled [PII].
[AGENT][POSITIVE] Thank you so much. That is the email that we have for you. And just let me get a callback number just in case we get disconnected, please, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. OK, so you're wanting the, which invoice is it that you're needing? Is it for July?
[CUSTOMER][NEUTRAL] Uh, no, this is June. I need, uh, the June.
[AGENT][POSITIVE] June, OK, OK. Sure, absolutely.
[CUSTOMER][NEUTRAL] Uh, yeah, I'm gonna, I'm gonna need July. I've already put a request in for all the July invoices and the PDFC Excel, but, uh, this one that I'm calling about right now is June.
[AGENT][NEUTRAL] Sure, OK. Yes, ma'am, I can definitely send that to you. I'll send it to that email. I'll send you the PDF and the Excel. Was that, is that what you need?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yes, should I hold on?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have to download it. No, ma'am, I, I can send it to you if, if it, if, if there's a problem, I can call you back, but no, ma'am, I can just, um, I'll go and send it to you.
[CUSTOMER][NEUTRAL] Probably
[CUSTOMER][NEUTRAL] To resume the ability.
[CUSTOMER][POSITIVE] Yeah, she's [PII] is wanting it ASAP that's why.
[AGENT][POSITIVE] I'm doing it right now, OK? It'll take me just a moment and I will be coming your way, OK?
[CUSTOMER][POSITIVE] Oh OK, that's great, yes, OK.
[CUSTOMER][NEUTRAL] OK, I'll hold on here, mhm, sure.
[AGENT][POSITIVE] Yes, ma'am. Thank you for your patience. Let me just download it.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You have downloaded now, you download the Excel.
[CUSTOMER][NEUTRAL] Various proxies create a lot of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're a former B-2 pilot. Do you think this ceasefire has any chance of happening if those B-2 pilots don't take that action on Saturday and take out?
[CUSTOMER][NEUTRAL] To me
[CUSTOMER][NEUTRAL] On the ceasefire, then their ability to continue to enrich past 60% which is where they're at now that gets them into the realm of.
[CUSTOMER][NEUTRAL] And that's something that we didn't want to have happen and so I think, you know, I sleep better tonight knowing those centrifuges were taken out.
[CUSTOMER][POSITIVE] Same thank you sir thanks for being here.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] I'm doing it, I promise. Hold on.
[CUSTOMER][NEUTRAL] Delegation
[CUSTOMER][NEUTRAL] OK, tell me when it's done and then I'll check it.
[AGENT][POSITIVE] Yes, ma'am. Absolutely.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK yeah let me um
[CUSTOMER][NEUTRAL] Getting the green light, the Supreme Court rules that Trump can resume deportation flights to third party countries.
[CUSTOMER][NEUTRAL] Meanwhile, the first official is set to speak to Congress today about what she saw amid claims of a cover up of his.
[CUSTOMER][NEUTRAL] I did not create a.
[CUSTOMER][NEUTRAL] I mean you saw him in the.
[CUSTOMER][POSITIVE] It's useful to making speeches.
[AGENT][POSITIVE] All right, Ms. [PII], it's coming your way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Don't need your card.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] All right, it should, should be getting it momentarily.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, they're there thank you so much for that uh huh.
[AGENT][NEUTRAL] You got it?
[AGENT][POSITIVE] You're welcome. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Alright, thank
[CUSTOMER][POSITIVE] Uh, yeah, I did put in a request yesterday for all of July and so hopefully uh there're hopefully you guys get to it today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll get back to you.
[AGENT][NEUTRAL] Yes, ma'am, absolutely. um, you want me to go ahead and send it to you? I can, if you don't, I don't mind doing that for you if you need it today, you may get it duplicate, but I can go ahead and send you this. OK, I'll download that when we, um, when we get off the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yeah, and, and did you, did you see the email request that I sent? It's got all the group numbers and the names.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, I'm not on that, um, right this second, but I can find it and we'll make sure, yeah.
[CUSTOMER][NEUTRAL] And it, it was sent to the care, yeah it was it was sent to [PII] and then and then I think uh you guys took it from there.
[AGENT][POSITIVE] OK. Yes, ma'am. We'll take care of that for you, OK?
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK thank thank you [PII].
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a great day, OK?
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][POSITIVE] Alright, thank you, bye bye.