AccountId: 011433970860
ContactId: ca6c7659-6956-4877-afbd-b7feedc389c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61090 ms
Total Talk Time (AGENT): 28088 ms
Total Talk Time (CUSTOMER): 23899 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ca6c7659-6956-4877-afbd-b7feedc389c6_20250415T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Oh hi [PII]. My name is [PII], I have an enrollment form for one of my groups, and I don't know where to send it to.
[AGENT][NEUTRAL] OK, as far as the email is concerned?
[AGENT][NEUTRAL] Is that what you're talking about like, OK.
[CUSTOMER][NEUTRAL] Yeah, it, it's a new one it's, it's a new, new, new enrollee on an existing group.
[AGENT][NEUTRAL] OK, um, you can just email it to, uh,
[AGENT][NEUTRAL] The [PII].
[AGENT][POSITIVE] And we can get that uh mhm and then we'll get that taken care of for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me repeat [PII].
[AGENT][POSITIVE] Yep, that's correct.
[CUSTOMER][POSITIVE] OK thank you thank you buddy.
[AGENT][POSITIVE] Thank you. Have a good one.
[CUSTOMER][NEUTRAL] See you later you too.
[AGENT][NEUTRAL] Bye bye.