AccountId: 011433970860
ContactId: 70cc8f35-88da-43bc-9afd-8ff9a6b0371f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322839 ms
Total Talk Time (AGENT): 118677 ms
Total Talk Time (CUSTOMER): 108041 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/70cc8f35-88da-43bc-9afd-8ff9a6b0371f_20250326T16:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Mash Meyer Concrete. I am the benefit administrator and my group number is 25639.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] So, the reason of my call, I might have dialed the wrong department because I don't know where to contact, who to contact, I mean, um, my company is um looking into changing our HRM system and for the integration I need uh.
[CUSTOMER][NEUTRAL] Template of the file thing that is sent to you guys from my company.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, do you mind holding for just a second and let me get you to someone.
[CUSTOMER][POSITIVE] Absolutely. Yes, yes, yes, absolutely. Thank you. Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thank you. And if you don't mind, please, what was your first name again?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] OK, thank you. And before I get someone on the line, do you mind if I get a callback number just in case?
[CUSTOMER][POSITIVE] You welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you just in case we get disconnected I'll have your call back.
[CUSTOMER][POSITIVE] Absolutely, yes.
[AGENT][POSITIVE] But um if you don't mind holding just a second, I appreciate it.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hey, I need your help, please.
[AGENT][NEUTRAL] Um, I have a lady on the phone with, um, group 25639.
[AGENT][NEUTRAL] [PII], I'm not, however you say that.
[AGENT][NEUTRAL] Um, [PII] with the group is online and she was saying they need to update their file feed and she needed a template so I wanted to ask you that's just our regular.
[AGENT][NEUTRAL] pamphlet, I don't.
[AGENT][NEUTRAL] I don't know what to tell her necessarily she just said she needed a template for the file feed.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh thank goodness. OK, sounds like.
[AGENT][POSITIVE] Thank you because she said something was changing with their file feet and I mm OK.
[AGENT][NEUTRAL] Oh thank you and um do you need her callback number anything like that? I mean.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If, oh wait.
[AGENT][NEUTRAL] Oh wait, I'm going to have to send her to your direct.
[AGENT][NEUTRAL] E
[AGENT][NEGATIVE] This, this one I don't like this Amazon connect as much as I liked. I can't remember what it was called now, but what we had before.
[AGENT][NEUTRAL] Um, I am going to try to get her to you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you. OK, yes, yes, thank you.
[AGENT][NEUTRAL] 601936224.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] OK, I am gonna be able to um swap her over to you.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] All right, here she is, I think. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi this is [PII].
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from [PII].
[CUSTOMER][NEUTRAL] Uh, do you need my group number?
[CUSTOMER][NEUTRAL] I've got it. Um, [PII] was able to get that to me and she indicated that um you had some questions about the file feed.
[CUSTOMER][NEUTRAL] Yes, I just, um, my company is doing it, um, we are changing our HRM system, and uh, for the integration they ask for a file, the, the file that's going over to you guys, it's the template, the sample, so they know um how to integrate, um, that part it's too technical for me.
[CUSTOMER][NEUTRAL] Do you, could you tell me who, because currently the file be is coming from [PII] so I assume that you are changing from.