AccountId: 011433970860
ContactId: 77519370-74a5-4a05-9a85-43197517e31b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101760 ms
Total Talk Time (AGENT): 12640 ms
Total Talk Time (CUSTOMER): 45078 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/77519370-74a5-4a05-9a85-43197517e31b_20250415T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with US Employee Benefit Services. We are the third party administrator for Lano. I see I had sent several requests via email, um, just to get claim forms for that group, and I have yet to receive anything from any member of the team.
[AGENT][NEUTRAL] OK, so you are the admin for this group, [PII]?
[CUSTOMER][NEUTRAL] Yes, we're the third party administrator, so we actually handle everything for them, um, we just have not been able to get the forms we need yet.
[AGENT][NEUTRAL] Oh, I see. OK.
[AGENT][NEUTRAL] OK, so, um, alright, we can just get that pulled up.
[CUSTOMER][NEUTRAL] Oh, can you hear me?
[CUSTOMER][NEGATIVE] The phone just went out. I don't know what's happening.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Can you look these two up.
[CUSTOMER][NEUTRAL] Let let me make sure they're the right ones.
[CUSTOMER][NEUTRAL] 325.
[CUSTOMER][NEUTRAL] I think it's these two. I wanna say it's these 2.
[CUSTOMER][NEUTRAL] It might be that one. It's one of those.
[CUSTOMER][NEGATIVE] She just, she hung up on me.