AccountId: 011433970860
ContactId: 45cd44cd-6fee-4e4d-aa55-2b0689f0168c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110599 ms
Total Talk Time (AGENT): 30863 ms
Total Talk Time (CUSTOMER): 50495 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/45cd44cd-6fee-4e4d-aa55-2b0689f0168c_20250212T21:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I um just tried to get in touch with benefits on a card and I think they just transferred me back to you guys.
[AGENT][NEUTRAL] OK, um, so you do need to speak with them or or you do need to speak with us?
[CUSTOMER][NEUTRAL] Uh, it seems like I need to speak with them. I, I just spoke with another representative from uh APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got all the answers I needed there so I just need to speak with them I think.
[AGENT][POSITIVE] OK. Well, I can definitely get you over to um benefits in a car before I do that. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, I think, uh, unless there's some like magic words I need to say to them that might be helpful for me.
[AGENT][NEUTRAL] Well, no, I don't know it.
[AGENT][NEUTRAL] I don't have any.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, that's all right. Shot in the dark.
[AGENT][NEUTRAL] Did you need the number as well, or you're OK?
[CUSTOMER][NEUTRAL] I dialed [PII]. That's the number provided on the the letter we received.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, yes, that's correct. I'll go ahead and transfer you over. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Pass.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precis.
[CUSTOMER][NEUTRAL] Your call may be recorded for