AccountId: 011433970860
ContactId: 64afdaf5-8b25-45f2-ad4c-89030bcd9ee2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160320 ms
Total Talk Time (AGENT): 63882 ms
Total Talk Time (CUSTOMER): 43191 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/64afdaf5-8b25-45f2-ad4c-89030bcd9ee2_20250605T18:49_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, um, I'm calling because I'm calling from a broker's office and I'm trying to register our online APL account for several groups.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm getting an error message.
[CUSTOMER][NEUTRAL] in that process though.
[AGENT][NEUTRAL] Yes, um, let me get you to broker resources um so that they can assist you with that section of the online service center. But 1st may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Thank you. And um hold on one moment.
[AGENT][NEUTRAL] All right, [PII], and before I transfer you over, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that was everything.
[AGENT][NEUTRAL] All right, hold on one moment while I get a broker resources rep for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good. Um, I have a broker on the other line who needs help with the online service center and their client well, groups.
[CUSTOMER][NEUTRAL] OK, what's the name?
[AGENT][NEUTRAL] Her name is [PII] and she said her last name, but I cannot, I cannot uh
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] You're good. I'll take it, no problem.
[AGENT][NEUTRAL] OK, but I have her callback number.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][POSITIVE] [PII] OK perfect thank you so much.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] she's.