AccountId: 011433970860
ContactId: 9351a044-16ea-42f9-8cb0-6063918d40ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131550 ms
Total Talk Time (AGENT): 55925 ms
Total Talk Time (CUSTOMER): 71197 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/9351a044-16ea-42f9-8cb0-6063918d40ff_20250422T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. This is [PII]. [PII], um, hi, I had sent you for Florida Engines and machinery, Florida engines and machinery. I had sent you two enrollments about the same time. I got a confirmation on one of them. I don't see a confirmation on the other.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what, which, which one did you not get the confirmation for?
[CUSTOMER][NEUTRAL] I just wanted to make sure they're both enrolled.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] What do you have the group number for that one?
[AGENT][NEUTRAL] That group, OK, I'll look it up. No, no, no, no, I can look it up. You said it was [PII]. What was the name of it?
[CUSTOMER][NEUTRAL] No, I can go try to look for it for you.
[CUSTOMER][NEUTRAL] Florida engines and machinery.
[AGENT][NEUTRAL] There it is 17847.
[CUSTOMER][NEUTRAL] So we enrolled two new people. We enrolled somebody named [PII], and you, I got confirmation on him and we enrolled a, we, you know, we, we requested to enroll a [PII].
[AGENT][NEUTRAL] OK, yeah, I don't see. Oh, there it is. [PII], yeah, it's effective [PII].
[CUSTOMER][NEUTRAL] Yeah, I never got a confirmation. Can you send me that?
[AGENT][NEUTRAL] Is that right? Yeah.
[AGENT][NEUTRAL] Oh, that's where, yes, I will send you a notification that they're enrolled. Yes, I can do that. Is there anything else?
[CUSTOMER][NEUTRAL] OK, no, that's it, but I, uh, and I just sent you a term. I just wanna make sure you got it. Uh, it's a term for genius SIS genius SIS. Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Yes, we did get that at [PII]. It's like, uh, it's out there to be processed, so yes, we do have that. We'll get that taken care of for you.
[CUSTOMER][NEUTRAL] OK, alright, so yeah if you could just send me the confirm um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] For this one, that would be great.
[AGENT][POSITIVE] Perfect I'll send you an email verifying that they've been enrolled. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, I think that'll do it we should be good.
[AGENT][POSITIVE] All right. OK. Well, you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you mhm bye bye.