AccountId: 011433970860
ContactId: 4e3b689c-773a-48c8-91fe-e18ebf51d0f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109129 ms
Total Talk Time (AGENT): 23479 ms
Total Talk Time (CUSTOMER): 67690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/4e3b689c-773a-48c8-91fe-e18ebf51d0f0_20250312T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you doing?
[CUSTOMER][POSITIVE] Pretty good thank you. We have a group called MNR Distributors, M as in Mary and R as in red distributors, the Florida group. One of the, uh, one of the employees, he's actually one of the owners there, um, he had a baby.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um the baby's [PII] [PII] old now and I think we added them to the medical and I guess in all of their excitement they forgot to add them to the gap so um I think the baby is about I'm gonna say [PII] or [PII] old.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I add him to the gap just with an email or do we need a whole application? The, the, if you can pull up MNR, the dad's name and he's the employee, his name is uh [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I think that's how you spell it [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull that up. Yeah.
[CUSTOMER][NEUTRAL] See if you see him.
[AGENT][NEUTRAL] Yes, I have [PII]'s account right here. If you just wanna send us an email um just saying that there was a newborn, the birthday, the name, and then we can take care of that and enroll the the newborn.
[CUSTOMER][POSITIVE] OK, sounds like a plan. I'll have that over to you today thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.