AccountId: 011433970860
ContactId: 6c3720d2-83dc-41b1-86c6-81b97bf9131b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110400 ms
Total Talk Time (AGENT): 23350 ms
Total Talk Time (CUSTOMER): 45120 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/6c3720d2-83dc-41b1-86c6-81b97bf9131b_20250206T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi, how are you? This is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How's it going by you?
[AGENT][POSITIVE] Yeah, not too bad how are you?
[CUSTOMER][POSITIVE] I'm doing pretty well.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I wanted to see if you could send me the the plan summary for a group called Pathman Lewis.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I spoke to [PII] yesterday. She said, and I, I need it for a situation with a new attorney who's coming on there and, um, so [PII] said, I'll send it over, but I never got it and I sent [PII] an email asking for it and I got the attorney calling me. There's a new attorney asking me to explain how everything works. I just wanna make sure I had their most recent one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, give me just a second, I put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hey [PII], sorry about that. OK, um, I'm gonna get it pulled right now and I'll send it your way, OK?
[CUSTOMER][POSITIVE] I appreciate it you see the group uh nickname and number there?
[AGENT][NEUTRAL] Yeah, I have it I have it pulled up.
[CUSTOMER][POSITIVE] OK, perfect. Alright, I greatly appreciate it thank you very much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, of course, send it right now.
[CUSTOMER][POSITIVE] Bye thank you bye bye.
[AGENT][POSITIVE] Thank you bye