AccountId: 011433970860
ContactId: bfb1509d-103d-4a27-be93-7dcfda354b6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233110 ms
Total Talk Time (AGENT): 137308 ms
Total Talk Time (CUSTOMER): 88793 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/bfb1509d-103d-4a27-be93-7dcfda354b6f_20250326T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], uh, my name's [PII]. I'm an agent calling and I received a letter that the appointment would cancel the end of this month, um, because the APL hasn't received my ENO. Um, I don't recall getting a request for that, but I can email it to somebody that's all been renewed, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, let me, let me pull up your account though too because maybe we have your have you changed your email address right lately or anything or?
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK, let me see what we have. Yes, that's we had through the second one I've had the other person I talked to, they did have a different email address. I just wanna make sure we have everything captured correctly. Let's see, [PII], is that right? OK, let's see.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Oh where did you send this?
[CUSTOMER][NEUTRAL] I remember getting them in the past. I don't know if it was a
[AGENT][NEUTRAL] Yeah, weird.
[CUSTOMER][NEUTRAL] Mail mail request or an email request I don't remember.
[AGENT][NEUTRAL] I don't, I don't see, I don't see that we emailed anything to you. I see an email out here, but I don't see that we actually sent anything out to you. So hang on, let me just look at one other thing real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Two L's and two E's in case that makes a difference.
[AGENT][NEUTRAL] No, it should be let's see I'm just trying to get into the right.
[AGENT][NEUTRAL] Little area here.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] What is your email address?
[CUSTOMER][NEUTRAL] Um, well, my business is first name [PII].
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have an AOL that's like ancient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what we have. We have, yeah, we have [PII]. So uh do you want me to update it to this one, [PII]?
[CUSTOMER][NEUTRAL] But I don't know if it went to the AOL.
[CUSTOMER][NEUTRAL] Yeah, it's, uh, was it [PII] or did you say S [PII] yeah it's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just [PII], but I still don't see that we sent an email to that address. Um, so,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, you can update it to the [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] A benefit
[AGENT][NEUTRAL] OK, [PII]. Oh, it does. OK.
[CUSTOMER][NEUTRAL] That one has an S at the end, [PII].
[AGENT][NEUTRAL] Group, OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, I'll have that updated and let, yeah, if you want to go ahead and email that to us, it needs to go to the really long email address hang on um.
[AGENT][NEUTRAL] agent [PII].
[AGENT][NEUTRAL] OK, it goes to APL [PII].
[AGENT][NEUTRAL] Agent appointments all ran together, A and T and then the word appointments.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm. [PII] agent [PII] [PII].
[CUSTOMER][POSITIVE] [PII] OK.
[CUSTOMER][NEUTRAL] Alright, is there, do I have, um, uh, uh, like an agent number or something I can reference in my email?
[AGENT][NEUTRAL] Um, your agent ID, let's see what we have on here. Your agent ID I have is 324603321.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, OK, alright, I will uh get that over here this morning. Very good, thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, you're most welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No, that's everything thank you very much.
[AGENT][POSITIVE] All right. Have a great day. Thanks for calling APL. Bye-bye. Thanks.
[CUSTOMER][NEUTRAL] Mhm bye bye you too bye bye.