AccountId: 011433970860
ContactId: a2efcd68-4153-41cd-b5ce-fd3ebb228885
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147149 ms
Total Talk Time (AGENT): 56769 ms
Total Talk Time (CUSTOMER): 91763 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a2efcd68-4153-41cd-b5ce-fd3ebb228885_20250115T16:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. Do you, [PII], I have to ask, do you lose, do you lose the flip of the coin every day to answer these phones?
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Yeah, short end of the stick, I guess, no.
[CUSTOMER][NEUTRAL] I guess so.
[AGENT][NEUTRAL] It must be the only one that's on bones, so.
[CUSTOMER][POSITIVE] Hey happy happy hump day. I know, hey, um, um, it's like washing paint drying, but I have this group that, uh, the broker gave me the information late it's 26,900, so 26,900.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And I was hoping if you didn't know like Eastern time at [PII] your OSC kind of updates itself now and I've been waiting for since Monday for the cards to post. Can you tell me on this Beheli North American or North America corporation, do you think it's going to happen today or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're just asking is the group gonna be active, is that?
[CUSTOMER][NEUTRAL] You're just asking
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I mean, well, it's posted on the PRD number, but I just need to start downloading these cards. I got a lot of people asking me for their Medlink 9 cards.
[AGENT][NEUTRAL] What's the, what's the group number?
[CUSTOMER][NEUTRAL] I thought it would be
[CUSTOMER][NEUTRAL] 26,900.
[AGENT][NEUTRAL] 00 got you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was hoping by [PII] today it would be posted, but.
[CUSTOMER][NEGATIVE] It's like watching paint dry and nothing's happening.
[AGENT][NEUTRAL] Uh, it looks like it's active, but it doesn't look like anybody's actually, um, in, uh, our system.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] So, I don't know EEG.
[CUSTOMER][POSITIVE] Alright, I'll, I'll just go for another day. I got the broker just on me like right on rice.
[AGENT][NEUTRAL] Yeah, I was
[AGENT][NEUTRAL] I'm sure. Yeah, if the um
[AGENT][NEUTRAL] Let me see if
[AGENT][NEGATIVE] I don't even see that they've done that task force has done like the audit.
[AGENT][NEUTRAL] Which is what has to be done.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Yeah, I'm assuming it's just still being processed.
[CUSTOMER][NEUTRAL] Alright, I'll have to lay low. Oh boy, OK, all right.
[AGENT][NEUTRAL] OK. Sorry.
[CUSTOMER][NEUTRAL] OK, Monday and you guys are close Monday, OK, right, are we?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] I think it's another day to breathe. OK, I'll just wait. Alright, thanks, [PII].
[AGENT][NEUTRAL] Yes, we are.
[AGENT][POSITIVE] Yeah of course I hope you have a good day.
[CUSTOMER][POSITIVE] Alright you take care thanks bye.
[AGENT][NEUTRAL] Bye.