AccountId: 011433970860
ContactId: d53cc010-f1bc-4c73-ba40-cc7dbb00355c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155839 ms
Total Talk Time (AGENT): 38417 ms
Total Talk Time (CUSTOMER): 33532 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d53cc010-f1bc-4c73-ba40-cc7dbb00355c_20250409T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], is [PII] [PII]?
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][NEUTRAL] Oh, can, can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, is [PII], uh, I don't know how to pronounce her last name, [PII] Is she available?
[AGENT][NEUTRAL] Um, let me put you on a brief hold real quick, OK? And can I ask who's calling?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII] with US Employee Benefit Services.
[CUSTOMER][NEUTRAL] [PII]'s office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the group um that you're reaching out about?
[CUSTOMER][NEUTRAL] It's actually in regards to um two different groups. Uh, we just need accident and um claim forms, wellness claim forms.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect um let me put you on a brief hold and see if she's available.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Great.
[CUSTOMER][POSITIVE] It is free.
[AGENT][NEUTRAL] Hey [PII], I have a lady named [PII] with US Employment on the line, and she had a few questions for you. Do you mind if I pass her through to you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK perfect I have Bree on the line for you.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] Of course bye bye.