AccountId: 011433970860
ContactId: a799b551-ce16-4371-a1db-49cd6f4be2d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114069 ms
Total Talk Time (AGENT): 40096 ms
Total Talk Time (CUSTOMER): 50509 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a799b551-ce16-4371-a1db-49cd6f4be2d2_20250422T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], I just wanted to confirm that you guys have uh added a new hire for a group called MNR Distributors.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I think I sent this in you.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] 17th
[AGENT][NEUTRAL] OK, and
[CUSTOMER][POSITIVE] To add out yep.
[AGENT][NEUTRAL] I was just gonna ask for the name, but you, you beat me to it.
[CUSTOMER][NEUTRAL] M&R distributors, um, tell me if you're able to find their, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Where is the
[CUSTOMER][NEUTRAL] I think their group number is 25925.
[AGENT][NEUTRAL] And what is the employee's name?
[CUSTOMER][NEUTRAL] 25925
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um let me take a look at that for you.
[AGENT][NEUTRAL] Yes, it looks like he is effective [PII].
[CUSTOMER][POSITIVE] OK, perfect. OK, can you send me something just so I can have for my records?
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Do you, can I just like send you an email saying that they um that he his policy is effective [PII] or do you need something else?
[CUSTOMER][NEUTRAL] Yeah, whatever, whatever works best, that's fine, or sometimes they send me a confirm, you know.
[AGENT][NEUTRAL] OK, and this.
[AGENT][NEUTRAL] OK perfect and this is [PII] correct?
[CUSTOMER][NEUTRAL] That's me.
[AGENT][POSITIVE] Alrighty perfect I'll send you an email right now.
[CUSTOMER][POSITIVE] OK, thank you very much appreciate your help.
[AGENT][POSITIVE] Thank you of course bye bye.
[CUSTOMER][NEUTRAL] Bye bye.