AccountId: 011433970860
ContactId: a5fa1624-5861-4be1-aa62-b40c23ee7c7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290920 ms
Total Talk Time (AGENT): 77183 ms
Total Talk Time (CUSTOMER): 78543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a5fa1624-5861-4be1-aa62-b40c23ee7c7f_20250528T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII]. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine. Is [PII] available?
[CUSTOMER][NEUTRAL] Is, is [PII] available?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She's been working on an invoice or something with West Week for the city of [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, OK, are you, uh, with.
[CUSTOMER][NEUTRAL] I'm an, an agent. RJ Blanchy Benefit Services.
[AGENT][NEUTRAL] You're an agent? OK.
[CUSTOMER][NEUTRAL] I'm sorry about that. I should have told you that.
[AGENT][NEUTRAL] Oh no, you're OK, um.
[AGENT][NEUTRAL] I don't know if she's, if [PII] is in today. Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected real quick, [PII]?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And do you know her last name?
[CUSTOMER][NEUTRAL] Oh God, let's see, let me go back to [PII].
[AGENT][NEUTRAL] Sorry, sorry, there's a lot of [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah, [PII].
[AGENT][NEUTRAL] [PII]. OK, let me see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] She didn't go
[AGENT][NEUTRAL] And you said [PII], correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK. Everybody does it. You're not the only one.
[CUSTOMER][NEUTRAL] She go knock my daddy in the head for calling himself [PII] and naming me after him.
[AGENT][NEUTRAL] Alright, let me see if she's available.
[AGENT][POSITIVE] Otherwise, I will have her call you back.
[AGENT][NEUTRAL] And is there a policy number or group number in regards to this that I can give her in the message?
[CUSTOMER][NEUTRAL] Uh, it's, it's a it's, it's a new account. Just tell it's the city of [PII]. She just sent some emails on it.
[CUSTOMER][NEUTRAL] And I'm driving that's why I'm calling, not emailing that.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] OK, it looks like she's on a call. Is it all right if I give her a message to call you back whenever she's uh ready?
[CUSTOMER][POSITIVE] Yeah, just tell her to call me, yes.
[AGENT][NEUTRAL] OK, and I have [PII]. 0 wait, she's ready.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] [PII]. OK, good. Perfect.
[AGENT][NEUTRAL] Hold on, she just, she just messaged me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I have [PII] on the line. He said he was trying to return.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Talking to you. I think he said he was driving, so he couldn't email you back.
[CUSTOMER][POSITIVE] Uh, sure, I can talk to him. Thank you so much, [PII].
[AGENT][NEUTRAL] You're welcome. Give me just a moment.
[CUSTOMER][POSITIVE] All right, thanks.
[AGENT][NEUTRAL] All right, [PII], I have [PII] on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], how are you today? How you doing? I'm driving, um, driving around without my head on.
[CUSTOMER][NEUTRAL] It's been, it's been cra it's been a crazy week.
[CUSTOMER][NEUTRAL] So I, I know what West we go.
[CUSTOMER][NEGATIVE] Yeah, it's, it's not, it's [PII]. I hate [PII], by the way, um, can't wait to leave the state.