AccountId: 011433970860
ContactId: b23998ed-304d-4145-9189-8ddf1550ba6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101500 ms
Total Talk Time (AGENT): 45490 ms
Total Talk Time (CUSTOMER): 53336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/b23998ed-304d-4145-9189-8ddf1550ba6b_20250206T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm a broker and I wanted to find out what's the best um contact number for the actual employer at uh when they call APL.
[AGENT][NEUTRAL] For the employer, like as far as like questions being asked.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, like if they, you know, anything from, I mean we, we, uh we want them to reach out to us, but we, we give our, um, clients uh a contact sheet.
[CUSTOMER][NEUTRAL] And I had in my emails I had um I was about to put down uh we have somebody that was [PII] customer service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then there's an [PII] number. I didn't know if that's the one we should use or which one should should be.
[AGENT][NEUTRAL] I would do the [PII].
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Yeah, that's what I would do because that's that's on our website and I think that that kind of goes like kind of gives like a generic.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then they can like hit customer service hit claims department I'm pretty sure.
[CUSTOMER][POSITIVE] Right. Right. OK. Awesome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] That's what I was curious about. I appreciate it.
[AGENT][NEUTRAL] Of course, yeah, anything else? Oh yeah, anything else?
[CUSTOMER][NEUTRAL] No, that's right and uh if if they were emailing in what would it be?
[AGENT][NEUTRAL] Yeah, that's just [PII].
[AGENT][NEUTRAL] Um, y'all are in [PII], correct?
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] We are in well the client's in [PII].
[AGENT][NEUTRAL] OK, yeah, so [PII] is fine.
[CUSTOMER][POSITIVE] Alright. Great. I appreciate it very much.
[AGENT][POSITIVE] Yeah, of course. Well, I hope you have a good day. Mhm bye.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] You too, bye.