AccountId: 011433970860
ContactId: 608528e4-3cc9-4df0-b338-4ef8767f04fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184350 ms
Total Talk Time (AGENT): 106933 ms
Total Talk Time (CUSTOMER): 72658 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/608528e4-3cc9-4df0-b338-4ef8767f04fd_20250226T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm great. I was about to um send you a message because you're the only person I know over there, well, in that department, and I was like, no, I'll just call.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, that's fine. Sometimes it's easier to call. Yeah, you're fine. What's up?
[CUSTOMER][NEUTRAL] And then I ended up paying you anyway.
[CUSTOMER][NEUTRAL] Hey, so I just sent the hub over, um, 22 or [PII], and I, I don't know, it looks fishy. I put like in a like this could be a scam, but I just wanted somebody to like look at it um I I just really wanted to like highlight the fact that I'm not sure like if these people should be getting any information or not um and I wanted, I don't know, I just want to be vocal in case it was something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have requests? OK.
[CUSTOMER][NEGATIVE] Um, that we shouldn't respond to.
[AGENT][NEUTRAL] Oh, you're fine. Let me, uh, I think here it is. It came through an email. Let me look. Hang on.
[AGENT][NEUTRAL] The concierge. Let's see, OK.
[AGENT][NEUTRAL] Open email, come on, open.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Why not opening.
[AGENT][NEUTRAL] Hang on let me try it more time.
[CUSTOMER][POSITIVE] You're good. Take your time. I'm here all day.
[CUSTOMER][NEUTRAL] And I can also forward the email to you if you need me to.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] Uh, it won't open. Like I can't get it to open. Can you just send it to me directly so I can see it? I don't know why it's not opening. That's weird.
[CUSTOMER][NEUTRAL] Yeah, I sure can.
[AGENT][NEUTRAL] Open file.
[AGENT][NEUTRAL] Oh wait, I think it, no one, yeah, I got it. It finally opened, sorry, never mind. OK, uh, Benefit Mall, Benefit Mall is umbrella underneath NASA or NAS. We provide ourselves and the integrity of our data has been tasked with research and some clients are currently being paid over I do not have a record in our system in an effort to make sure benefit.
[CUSTOMER][NEUTRAL] All right. I've got it open.
[AGENT][NEUTRAL] Uh, can you please provide me selling information group address EIN da da da da da.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] It just felt like information they should know and so it felt kind of fishy that they were asking us for this.
[AGENT][NEUTRAL] Yeah, I get it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let's see. Yeah, in an effort to make a benefit will maintain the most consistent data, yeah, we'll need to research this one. Let us look at this, yeah, because I don't, yeah, let us look at it and a little bit further so we can see whether or not this is legit and needs to actually because that says F Florida GA customer service at Benefit Mall.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, let us look into it because I'm not sure without looking at it a little bit further, but we'll look into it and see and we'll respond or report it or whatever we need to do.
[CUSTOMER][POSITIVE] OK perfect I just wanted to I wanted to be vocal on that one because it looks kind of funky so um I really appreciate your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, for sure.
[AGENT][POSITIVE] Yeah, no problem, thanks for calling. You guys have a good day.
[CUSTOMER][POSITIVE] Yeah. You too, take care. Bye-bye.
[AGENT][NEUTRAL] Uh bye-bye.