AccountId: 011433970860
ContactId: 7319e6e1-c834-4639-8c27-bd19a8b42d66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110940 ms
Total Talk Time (AGENT): 39171 ms
Total Talk Time (CUSTOMER): 85543 ms
Interruptions: 5
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/7319e6e1-c834-4639-8c27-bd19a8b42d66_20250312T19:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, it's uh [PII]. How are you today?
[AGENT][POSITIVE] Good how are you [PII]?
[CUSTOMER][NEUTRAL] Yeah, not too bad. He, I, I need a small favor. Um, I wrote to [PII], but she evidently she's off this week, and I sent an email to [PII]. Um, normally she responds within a millisecond. So the story is, I have a broker.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On this group and, and, um, this, of course, it has, it has to be the CFO. The CFO and the wife had a life event [PII] and I'm trying to get uh somebody to print a card and put them on the system.
[AGENT][NEUTRAL] OK, what's, um, what's the group number?
[CUSTOMER][NEUTRAL] Um, do you know who I
[CUSTOMER][NEUTRAL] Well, the group number is, yeah, it's 25939.
[AGENT][NEUTRAL] You're the group.
[AGENT][NEUTRAL] 25939.
[CUSTOMER][NEUTRAL] But the, yeah, but the per, yeah, that's health insurance Alliance, but the person's not on there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, they're not even added yet.
[CUSTOMER][NEUTRAL] Yeah, yeah, they're not added yet. I just wanted to know who I could get to add them quicker, but normally I send it to [PII], but since I can't kinda.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, let me see if they're available.
[CUSTOMER][NEUTRAL] OK. [PII]'s off. See if uh, yeah, see if [PII] is available.
[AGENT][NEUTRAL] Yeah, I can't, I wish I could, yeah.
[AGENT][NEUTRAL] Yeah, let me look.
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] I wish they had a virtual in and out of office button count, you know for you guys, that'd be really cool. That'd be nice, yeah, I should come up with an app.
[AGENT][NEUTRAL] That'd be nice, right? I know. [PII] is here. [PII] is here, but she's in a call. She's on a call, so hold on, let me see.
[CUSTOMER][NEUTRAL] Oh, she is here? OK.
[CUSTOMER][NEUTRAL] OK. All right, that's OK. All right, I just wanna make sure that she was there, somebody was there. OK, I'll just wait for her to respond and that's all I need.
[AGENT][NEUTRAL] Customer service, yeah.
[AGENT][POSITIVE] OK, OK, no worries. Sorry, I couldn't help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, you enjoy the day. All right, no problem, you did, you did help me. All right, thank you. All right, bye. Bye.
[AGENT][POSITIVE] You too. Thank you for coming.
[AGENT][POSITIVE] OK. Have a great day. Bye-bye.