AccountId: 011433970860
ContactId: 4a2d2cb2-7487-4ff0-a474-1841c01315fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156960 ms
Total Talk Time (AGENT): 63676 ms
Total Talk Time (CUSTOMER): 53046 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/4a2d2cb2-7487-4ff0-a474-1841c01315fc_20250109T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, actually I was hoping I would get someone for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] New business, um.
[AGENT][NEUTRAL] Um, uh, [PII] is the only one available.
[CUSTOMER][NEUTRAL] Can is
[CUSTOMER][NEUTRAL] Is there any way that you could transfer me to [PII]?
[AGENT][NEUTRAL] Uh, I see that she's in a team's call right now.
[CUSTOMER][NEGATIVE] Putting thing down it.
[CUSTOMER][NEUTRAL] I have a group on the line and they're wanting to know if a policy has been issued.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And for an employee and I don't see that information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, they might have already received their information, yes, um, let me see.
[AGENT][NEUTRAL] What group is it?
[CUSTOMER][NEUTRAL] It is 5 I covered it up hang on I'm sorry 253-21.
[AGENT][NEUTRAL] 253-21.
[CUSTOMER][POSITIVE] That's correct for ADD Investments.
[AGENT][NEUTRAL] Alright, let me see if I can if there's any note about um enrollment received.
[AGENT][NEUTRAL] 21
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] No, we don't have anything yet for, I don't see anything from um the group.
[CUSTOMER][NEUTRAL] She said they sent the email on [PII].
[AGENT][NEUTRAL] Um, usually, um, put some notes in here, but I don't see any here. Um, yeah, my, maybe [PII] can look uh further into it, but she's on a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Sorry, I wish I could help a little bit more.
[CUSTOMER][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] I wonder if I can just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I'm just gonna IM her and see if she can check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, I appreciate it, [PII], and I hope you have a great day and stay warm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.