AccountId: 011433970860
ContactId: 5e847a25-6663-40d6-93b6-e77336e2c4c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56000 ms
Total Talk Time (AGENT): 22106 ms
Total Talk Time (CUSTOMER): 30230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/5e847a25-6663-40d6-93b6-e77336e2c4c9_20250411T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in Broker Resources. How are you doing?
[AGENT][POSITIVE] Hey [PII], doing good, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I was curious if you could help me with something. Um, are you able to see if someone's enrolled in Cobra?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't believe so. I think that's customer service.
[CUSTOMER][NEUTRAL] OK, because I normally send cobra stuff to customer care and so that's why I didn't know um if you think it's customer service though.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, it, yeah, sending it through the email that's different than the call team.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, OK, perfect I will reach out to um customer service then thank you.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.