AccountId: 011433970860
ContactId: e0a48fbe-a8e4-43e8-848d-ef06c09bbb27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78870 ms
Total Talk Time (AGENT): 20510 ms
Total Talk Time (CUSTOMER): 43379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/e0a48fbe-a8e4-43e8-848d-ef06c09bbb27_20250521T19:28_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] um on the care team. How are you?
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Um, so I've got someone on the line. I'm not quite sure who she is with, um, she just called and immediately said that she is representing a client that has over 2000 members and that they are interested in signing up with us.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So she's not appointed with us or anything?
[CUSTOMER][NEUTRAL] I have no idea honestly she was talking very quickly.
[AGENT][NEUTRAL] Uh yeah, I'm probably just gonna have to give her information.
[CUSTOMER][NEUTRAL] I have her name and a callback number, but I'm sorry.
[AGENT][NEUTRAL] No, I said I'll just have to probably just give her the information to send in so we can get her a point.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I really wasn't sure.
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] OK, so her name is uh [PII] did you want her callback number?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, are you ready for her?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right I appreciate your help thank you bye bye.
[AGENT][POSITIVE] No problem.