AccountId: 011433970860
ContactId: 653c7d0a-0d47-4251-8a20-2a8053d3eb25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291760 ms
Total Talk Time (AGENT): 90239 ms
Total Talk Time (CUSTOMER): 64238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/653c7d0a-0d47-4251-8a20-2a8053d3eb25_20250515T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], can you help me with a group by the name of family and community training?
[AGENT][NEUTRAL] I'm so sorry you kinda cut out uh you a group called named what?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Family and community training fact.
[AGENT][NEUTRAL] Family and community training. OK. And what, what do we have going on with them?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Um, I need to look up the start date of a policy for one of the employees. I'm trying to get to their, I'm trying to get to their information real quick here, but um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The woman's name is [PII]
[CUSTOMER][POSITIVE] It's [PII].
[CUSTOMER][NEUTRAL] [PII] I think.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policies individuals.
[AGENT][NEUTRAL] Do you have the group number? I must be typing in something wrong.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That group number is.
[CUSTOMER][NEUTRAL] Uh, let's see, 20939.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just wanna know what her start date was.
[CUSTOMER][NEUTRAL] No, no, no, she has a she has an HI plan and I need to know what the start date of that is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the start date of the HI plan right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm so sorry it's been a little slow letting me.
[AGENT][NEUTRAL] Get to it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Can I put you on hold for just a second? I'm so sorry.
[CUSTOMER][POSITIVE] No worries. Take your time.
[AGENT][NEUTRAL] OK alright thank you hold on just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I got it pulled up. So it looks like that was one started effective [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And what's our premium?
[AGENT][NEUTRAL] Um, let me see, looks like for that one.
[AGENT][NEUTRAL] I show that she's paying 126. 26, but I'm not sure if that is for both of her products or one. Give me just a second.
[CUSTOMER][NEUTRAL] What do you mean both products? She has two HI plans?
[AGENT][NEUTRAL] Um, no, it looks like she has an HR plan and something else, but let me hold on a second.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] This is an old like DOS type system that we look this information up on and so I get that.
[CUSTOMER][NEGATIVE] Oh, you're kidding me.
[AGENT][NEUTRAL] No, I hit the wrong link. All right, um.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, it's 126 26 for her HI.
[CUSTOMER][POSITIVE] OK awesome and I think that's all I needed this morning thanks for your help.
[AGENT][POSITIVE] All right. You're welcome. Thank you, sir.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye bye