AccountId: 011433970860
ContactId: a2655a17-0c33-4ade-ade4-c6a053b7b641
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70559 ms
Total Talk Time (AGENT): 14908 ms
Total Talk Time (CUSTOMER): 29718 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/a2655a17-0c33-4ade-ade4-c6a053b7b641_20250410T21:13_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 Oklahoma Employment Security Commission, and I'm calling about um an unclaimed property letter that we received and I wasn't sure which option to select.
[AGENT][NEUTRAL] Sure, OK. Just a moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and this was for your individual policy, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Um, well, no, we're in a, we have, uh, we're a state agency and we have employees that work for us that have policies with you.
[AGENT][NEUTRAL] Oh, I see. OK, so you're like the group admin.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you say you're gonna transfer me? is that what you said?