AccountId: 011433970860
ContactId: a1de3535-d8e4-4a33-ae6d-cbdf3bdd0cef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142820 ms
Total Talk Time (AGENT): 46380 ms
Total Talk Time (CUSTOMER): 54579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/a1de3535-d8e4-4a33-ae6d-cbdf3bdd0cef_20250623T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, yes ma'am hey um I'm the benefits administrator for our school district and I received a refund check from one of my employees today and I was just gonna see if you can help me figure out what it what it was for.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, what's that group number?
[CUSTOMER][NEUTRAL] Uh, it's, let me see if it's on this.
[CUSTOMER][NEUTRAL] 3206.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Um, hold on, OK, give me one more second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 3206.
[AGENT][NEUTRAL] And what's the group's name? I'm sorry, I'm just having an issue getting it pulled up here.
[CUSTOMER][NEUTRAL] Uh, that's OK. It's Port [PII]'s [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you give me the uh physical address and phone number for the group?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh, and the phone number is [PII].
[AGENT][NEUTRAL] All right, and did you say your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, I, I don't see you as a contact on here um.
[AGENT][NEUTRAL] I see um
[CUSTOMER][NEUTRAL] I'm somewhat new
[CUSTOMER][NEUTRAL] I just came over in January so.
[AGENT][NEUTRAL] Oh I see yeah so I'm not gonna be able to discuss anything, especially as far as a refund check with someone other than the contact person that we have. I have a [PII] and [PII] that I can speak with.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, OK, thank you. I have a call in to [PII], but I haven't heard back from her. Could you tell me just in general, is a, is it dependent, does a dependent age off of the cancer coverage when they turn [PII]?
[AGENT][POSITIVE] Yes, ma'am, that is possible.
[CUSTOMER][POSITIVE] That's possible. OK, all right, thank you so much.
[AGENT][POSITIVE] No problem you have a great day thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, yes ma'am. OK, bye bye.