AccountId: 011433970860
ContactId: 7016d780-d6bb-4cd6-9d34-edc408444629
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349070 ms
Total Talk Time (AGENT): 82858 ms
Total Talk Time (CUSTOMER): 148541 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/7016d780-d6bb-4cd6-9d34-edc408444629_20250529T18:16_UTC.wav
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[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hey, this is [PII].
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEGATIVE] Hey, [PII], you're real muffled, so I couldn't understand it too good. I think I missed the uh email for qualifying for Broadmoor. I was wondering if I could have it resent to me.
[AGENT][NEUTRAL] Um, can you give me a little more context?
[CUSTOMER][NEUTRAL] A little more what?
[AGENT][NEUTRAL] Contexts
[CUSTOMER][NEUTRAL] OK, I'm with Capital Group Health Services, UTBA, and I qualified for the trip to the Broadmoor, a sales promotion, and I can't find my email to do this, so I'm wondering if I missed the deadline. It's a sales question.
[AGENT][NEUTRAL] OK. Um, let's see, give me a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sorry, I'm going through the grass see out here get a picture.
[AGENT][NEUTRAL] Who was your salesperson?
[CUSTOMER][NEUTRAL] Alright, hang on one second. You got it?
[CUSTOMER][NEUTRAL] There we go right.
[AGENT][NEUTRAL] Who did you say your salesperson was?
[CUSTOMER][POSITIVE] Alright, so it keeps me on. It's a day I understand. Hang on, ma'am. I'll be with you in a second.
[AGENT][NEUTRAL] Oh, OK, sorry.
[CUSTOMER][POSITIVE] Alright, come on in, yeah, there you go alright.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I'm a.
[CUSTOMER][NEUTRAL] Hang on a minute.
[CUSTOMER][NEUTRAL] Here you go. Here's a paper towel. Yeah, stand up here or you dry. you get in the house.
[CUSTOMER][NEUTRAL] There you go, it was all over the place. 130, right? Yes ma'am.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Uh, take the picture.
[CUSTOMER][POSITIVE] There you go. Alright, yes ma'am, I'm glad it try to stay dry.
[CUSTOMER][NEUTRAL] Alright ma'am, you have my undivided attention now. Somebody came in with a package about the time I'm talking to you, so I and you said who is my sales person? I have no idea.
[AGENT][NEUTRAL] Oh, yeah, so who you said you don't know who the sales person is?
[CUSTOMER][NEUTRAL] I do not know, you're, you're real muffled so I don't know, uh, it's just hard to understand you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's try to backtrack. What's the name of the group?
[CUSTOMER][NEUTRAL] Capital Group Health Services.
[AGENT][NEUTRAL] Capital Group Health Service. OK, give me 2 seconds, let's look something up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's see if I have a couple groove, I have several of course. Let's see, you're out of [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I think I got it close up.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you're [PII].
[CUSTOMER][NEUTRAL] I, I'm not gonna recognize anything, so I'm
[AGENT][NEUTRAL] OK, let me see, I just need to see.
[CUSTOMER][NEUTRAL] I talked to truck drivers all day long, so.
[AGENT][NEUTRAL] Give me 2 seconds. Let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, perfect. I think I got it figured out. Can you, uh, I just wanna confirm your email so that way I can make sure we're sending it to the right person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][NEUTRAL] [PII]. Yep, [PII], so that's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, that's like [PII].
[AGENT][NEUTRAL] Ah, OK. [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] You know what, it might be time for me to go to break cause I am not listening. I can't hear it. No. OK, so I'll get you.
[CUSTOMER][NEGATIVE] Yeah, you're real. Are you all, yeah, you're real muffled to me too, so.
[AGENT][NEUTRAL] That's weird. OK, so I'll get you the registration form, uh email sent to you.
[CUSTOMER][POSITIVE] Fantastic. And what's your name?
[AGENT][NEUTRAL] U
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, that's my sister's name. I can remember that. All right, well, I appreciate it, [PII]. You have a great day.
[AGENT][POSITIVE] Oh, all right. You have a good day.