AccountId: 011433970860
ContactId: 3a455e4e-6bf2-4c58-a271-aadf9e6a4d0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 622880 ms
Total Talk Time (AGENT): 90347 ms
Total Talk Time (CUSTOMER): 108379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/3a455e4e-6bf2-4c58-a271-aadf9e6a4d0f_20250122T19:38_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII]. I'm calling from Monroe County Hospital.
[CUSTOMER][NEUTRAL] Um, I didn't receive our, um, quarterly 4th quarter, um, thing we get for sack. I was trying to see, could you point me in the right direction of someone who could help me with that.
[AGENT][NEUTRAL] I'm sorry, what do you receive each 4th quarter?
[CUSTOMER][NEUTRAL] It's like a report for um like our sick pay or our employees with C pay for group number 14262.
[AGENT][NEUTRAL] 26
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's a sick pay report.
[CUSTOMER][NEUTRAL] Oh, let me, let me find the old one and see exactly what you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says important tax information third party C pay disability report.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], you, [PII], you gave me group number 14262. What's the name of the group?
[CUSTOMER][NEUTRAL] Monroe County Hospital.
[AGENT][NEUTRAL] OK, can you verify the mailing address at this location and your email address for me please?
[CUSTOMER][NEUTRAL] Um, mailing address [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. Is there a physical address for this location?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Zip code [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that for me. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is this a report that you get every year, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] I I guess quarterly too.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we may not have had anyone, but I was stoked.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] We may not have had anyone, but I was just double check.
[CUSTOMER][NEUTRAL] Normally it would send me something that says you didn't have anyone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Even
[AGENT][NEUTRAL] And would this be for like your disability policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm waiting for a response.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], if you don't mind, um, I have, uh, let me get your phone number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, the young lady that I need to correspond with is on another line, and I'll get back with you.
[AGENT][NEUTRAL] And what, what, how would you like that submitted or how is it generally submitted to you via email or or what?
[CUSTOMER][NEUTRAL] Um, it usually pay for, but I, I would prefer email so I can get it. I need it.
[AGENT][NEUTRAL] OK. And what's a good phone number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. [PII].
[CUSTOMER][NEUTRAL] Mhm. I'm heading to a meeting. I won't be back until like [PII], so.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK. So you're in [PII], so you're Eastern?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK, so it's about [PII], almost [PII] there?
[CUSTOMER][NEUTRAL] Yes, I have a meeting at the.
[AGENT][NEUTRAL] So we're an hour behind you. OK, all right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We will get back with you, Mr. [PII].
[CUSTOMER][NEGATIVE] I just don't want to call. I won't be there, OK.
[AGENT][NEUTRAL] Yeah, I'll, I'll give him a timeline at, at, you know, to to when to call you.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] All [PII]. Anything else?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] I still have you on the phone, [PII].
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][POSITIVE] That's OK. Have a good day.