AccountId: 011433970860
ContactId: 72d2e46f-5eea-47cd-bcb1-de6c302a66e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127550 ms
Total Talk Time (AGENT): 42949 ms
Total Talk Time (CUSTOMER): 38863 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/72d2e46f-5eea-47cd-bcb1-de6c302a66e3_20250619T12:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing? This is [PII] from Microshire. How you doing today?
[AGENT][POSITIVE] I'm good today, boss. What can I do for you?
[CUSTOMER][NEUTRAL] I need to find out if uh I mean I'm I having still uh online um access issues. I have the access but it says every time I click the group the the employees doesn't come out so I want to confirm for Insignia Securities.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and the group number is 27031 if [PII] is showing active.
[AGENT][POSITIVE] OK, sure. I'd be happy to check on that for you.
[CUSTOMER][NEUTRAL] Yeah he's a corporate member.
[AGENT][NEUTRAL] 27.
[AGENT][NEUTRAL] OK and.
[AGENT][NEUTRAL] And who is the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I don't see them yet. Let me see if they're pending.
[AGENT][NEUTRAL] Well I'm not seeing him, can you send me um the enrollment just um so that I can make sure that it's in process.
[CUSTOMER][NEUTRAL] OK, I will send it to you, um, and.
[AGENT][POSITIVE] Perfect. I appreciate it. I'll, that's just, it'll help me, you know, find it and see if it's in process and uh track down how, you know, long it's gonna take to, to get him in the system.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] Thank you, Blas. You have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.