AccountId: 011433970860
ContactId: 7f35b27e-0b45-47d1-9218-2119be31e11a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129979 ms
Total Talk Time (AGENT): 100555 ms
Total Talk Time (CUSTOMER): 5557 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/7f35b27e-0b45-47d1-9218-2119be31e11a_20250320T20:16_UTC.wav
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[CUSTOMER][NEUTRAL] OK, so now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] And then you got
[AGENT][POSITIVE] Yeah, you got a quick connect.
[AGENT][NEUTRAL] So that one is. So, well, I mean it can't, it's uh DI HI live claim, so APL Dental, that's APL Dental claim.
[AGENT][NEUTRAL] Uh, APL hospital indemnity accident, that's claimed.
[AGENT][NEUTRAL] APL meddling, yeah, that's cleaned out which one they want. So which product. So like if they give you a policy number, you look at that policy number and say, OK, it's a meddling, so you're gonna send it to the APL meddling, yeah, OK, where I did I just call this client about dental, OK, then you would send her.
[AGENT][NEUTRAL] The ACL gentle.
[AGENT][NEUTRAL] Um, and then here's all your other ones that you can.
[AGENT][NEUTRAL] So say they were like, hey, I wanna talk to [PII], how would you.
[AGENT][NEUTRAL] OK, you would go to, um, quick connects go all the way down to the bottom and see this number pad, then you can dial my number. So we did that, but it didn't give me the option.
[AGENT][NEUTRAL] Yeah yeah you have to do the whole 1405.
[AGENT][NEUTRAL] 596.
[AGENT][NEGATIVE] You know, and do the whole thing and then hit call. It didn't give me a call option. It only had in call, huh, on mine.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] Well, here, put yourself on hold, put yourself on hold up here because that's what I had done so that we can mimic exactly what I did and you could show me what I did wrong, so I was on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] to the number pad. You don't go to the number pad, go to click next.
[AGENT][NEUTRAL] OK, that's that's why. OK. That's crazy. OK, yeah.