AccountId: 011433970860
ContactId: de2175d6-f271-4825-a769-f094da778cde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441769 ms
Total Talk Time (AGENT): 51927 ms
Total Talk Time (CUSTOMER): 53510 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/de2175d6-f271-4825-a769-f094da778cde_20250425T19:00_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Yeah, hi, um, is, uh, [PII] in, please?
[AGENT][NEUTRAL] Um, what's the part?
[CUSTOMER][NEUTRAL] Oh no, I'm sorry, not [PII], it's uh.
[CUSTOMER][NEUTRAL] Is it [PII]? Is that in your group?
[AGENT][NEUTRAL] Uh, no. Uh, what department does she work in?
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][NEUTRAL] Um, no, [PII]'s out, but [PII] is here.
[CUSTOMER][NEUTRAL] Senior broker resources.
[AGENT][NEUTRAL] She helps [PII]. Uh, what group are you calling for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm calling on governmental management services. Um, I know uh [PII] and [PII] have been calling regarding the case where we had several, like 1416 people that enrolled in the, even though they had a health savings account, were sort of mistakenly enrolled in the American public.
[CUSTOMER][NEUTRAL] The group plan, because the employer is paying for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] Oh, I'm [PII]. I'm the owner of the agency and the broker.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] When you have finished, please hang up or press the pound key for more options.
[CUSTOMER][NEUTRAL] And how can I help you?
[AGENT][NEUTRAL] Um, hey, [PII], this is me.
[CUSTOMER][NEUTRAL] Oh, hey, hi.
[AGENT][NEUTRAL] Oh, I was, I just wanted to say hi before I put y'all together, um, but his name is [PII]. I warmly or something, and I feel like the company he said was, girl, governmental something. Oh my [PII], I am all over the place. I can't even read my own handwriting, but to the effect of some people accidentally got enrolled in APL and they weren't supposed to, something of that nature, and he said he sent an email and he was following up on it.
[CUSTOMER][NEUTRAL] Oh, hi.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] But OK, here he is.