AccountId: 011433970860
ContactId: 40e5dd3c-972f-4e1b-a5fd-a305eaa14822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128020 ms
Total Talk Time (AGENT): 25608 ms
Total Talk Time (CUSTOMER): 73118 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/40e5dd3c-972f-4e1b-a5fd-a305eaa14822_20250116T15:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] Hi [PII], what's going on?
[CUSTOMER][NEUTRAL] [PII], I, you know, just trying to write some wrong. You sound like you're in a tin can, or are you on speakerphone?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, I've got my headset on. Everything. I'm good.
[CUSTOMER][NEUTRAL] Oh, that sounds weird. Hey, um, [PII], I have a group, um, it's a happy 2025, um, I have a group it's 261-91.
[AGENT][NEUTRAL] For part of yachts.
[CUSTOMER][NEUTRAL] Yeah, there were 3 new hires, um, there, there's uh if you open up the, it's not a big group, but can you open it up so I can give you the names.
[AGENT][NEUTRAL] OK, I've got 7 currently enrolled.
[CUSTOMER][NEUTRAL] Yeah, so there's like [PII].
[CUSTOMER][NEUTRAL] In the middle of [PII] and [PII] and those those guys started their coverage started on [PII] of this year and I'm just looking at the detailed report and [PII], it says policy effective date is [PII] instead of [PII] and then [PII] says [PII] and then [PII] is, it says [PII] for whatever reason.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So should I just put this in an email?
[AGENT][NEUTRAL] Yeah, put it in an email that they all need to be changed to [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, 150, OK.
[AGENT][NEUTRAL] And then I will get it all changed for you, [PII].
[CUSTOMER][POSITIVE] Alright, no problem. Alright, thanks, [PII].
[AGENT][POSITIVE] Thanks too have a good day.
[CUSTOMER][POSITIVE] You take care.
[CUSTOMER][NEUTRAL] Um