AccountId: 011433970860
ContactId: 732b1266-bc4f-4b4e-b544-be0f5ee541a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154270 ms
Total Talk Time (AGENT): 49258 ms
Total Talk Time (CUSTOMER): 61676 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/732b1266-bc4f-4b4e-b544-be0f5ee541a0_20250327T16:04_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes. Can you hear me?
[CUSTOMER][POSITIVE] Oh, I can now, yes.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] All right. Sorry, how can I help you?
[CUSTOMER][NEUTRAL] Yeah, so, um, I, I've received a letter that I need to send in my, uh, copy of my ENO for [PII] or my contract's gonna get canceled, but I wasn't sure.
[AGENT][NEUTRAL] Oh wow, OK.
[CUSTOMER][NEUTRAL] What email to use to send it in um so I thought I would call and and you know let you know that I was gonna send it in today but I just wanted to make sure I get it to the right place and right person and all that.
[AGENT][NEUTRAL] No problem. Let me get your.
[CUSTOMER][NEUTRAL] Is that.
[AGENT][NEUTRAL] What name is that gonna be listed under?
[CUSTOMER][NEUTRAL] It's under [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Give me a second, I'm gonna pull your account up so I can make some notes in it.
[CUSTOMER][NEUTRAL] Sure, sure, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're gonna send that to.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII]
[CUSTOMER][NEUTRAL] I am probably.com
[CUSTOMER][NEUTRAL] So it's just [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just put in the subject, just put your name and then just put next to it, you know, what you're actually sending.
[CUSTOMER][POSITIVE] Um, oh, thank
[CUSTOMER][POSITIVE] ENO coverage OK.
[CUSTOMER][NEUTRAL] And do I need to put an agent number or anything on it?
[AGENT][NEUTRAL] Um, you can. That would be helpful or we can just either look it up, but you can, you can if you know it.
[CUSTOMER][NEUTRAL] Yeah, I don't have it handy, so I'll just go ahead and send it with me and I'd have to look it up, but if you guys can look it up, that's good, OK.
[AGENT][NEUTRAL] All righty. Was that all?
[CUSTOMER][NEUTRAL] I will get it sent in and that should do it for for now.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thanks a lot.
[CUSTOMER][POSITIVE] Uh thank you, appreciate it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm bye bye.