AccountId: 011433970860
ContactId: 9808e9e0-5322-41a8-8fda-75be05fe6816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80699 ms
Total Talk Time (AGENT): 17241 ms
Total Talk Time (CUSTOMER): 49300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9808e9e0-5322-41a8-8fda-75be05fe6816_20250605T14:36_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII]. I'm calling from Warner Pacific. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, thank you. I am calling because I have a broker and agency I need to verify um appointments for.
[AGENT][NEUTRAL] OK, just to see if they are um active with us.
[CUSTOMER][NEUTRAL] If they're, yeah, yep, if they're active to [PII] for group.
[AGENT][NEUTRAL] OK, what's the last name?
[CUSTOMER][NEUTRAL] Last name is [PII], first name [PII].
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK, and he's showing um affiliated with his agency employer benefits consulting LLC?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so for this, let me go back over here, American public and you guys operate off the, the NPN number, right? That's what they go by?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK, perfect. All right, thank you for that. Let me just make sure. I think that's the only one that I have. I'm just double checking here, one sec, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that appears to be it. Thank you very much, [PII]. You have a great day.
[AGENT][NEUTRAL] Of course. You too. Bye.
[CUSTOMER][NEUTRAL] Bye bye.