AccountId: 011433970860
ContactId: db9220c7-89f1-40ee-a73e-aa1ef0ac522b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171119 ms
Total Talk Time (AGENT): 40986 ms
Total Talk Time (CUSTOMER): 132829 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/db9220c7-89f1-40ee-a73e-aa1ef0ac522b_20250620T17:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII], and I'm with the state of [PII] and I handle all of our voluntary payroll deduction vendors and I sent an email out to um [PII] and asking uh for updates on any mailing information that goes on our website on the voluntary payroll deduction vendor website.
[CUSTOMER][NEUTRAL] And um because I think what I have is wrong on, on one side.
[CUSTOMER][NEUTRAL] I show [PII], um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh and a phone number that the you know the extension doesn't work um on the one side as that where people do the vendor remittance claim and it has an a PO box [PII].
[CUSTOMER][NEUTRAL] Then on the right side we need a vendor contact and we don't really have a contact person in there and that really needs to be someone you know in there with their contact information and I don't know if that needed to be [PII] or if it needed to be who else did I have on the list I think I got this over a year ago it was uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you know, and I just, I need to make sure that we have the correct information, uh, because I had this payroll person from OSBI say, hey, can you change the website? Here's the new information and I'm like, well, you know, they were supposed to send that to me any time there's a change. So anyway because I maintain the get the website taken care of, um, plus it helps me to, um, like when we have our health and voluntary payroll deduction expo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm thinking that maybe there's not been a representative from from you guys and so then I, I just decided to look it up and I saw that you have an office here in [PII] so can you give me the information I need?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, not, not likely, but I do know who I need to go to to get that information, [PII]. So is there a good call back that I can to give my leadership, um, to call you back and they would be able to provide the information you're looking for? OK, what's that number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Great, great, uh, it is 405-522.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 522.
[CUSTOMER][NEUTRAL] 1195. Mhm.
[AGENT][NEUTRAL] 1195. And your last name is [PII], right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] OK, perfect. I will get this to my leadership team and they will give you a call.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] Oh thanks, [PII]. You have a great weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Um bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.