AccountId: 011433970860
ContactId: e41a90d2-0ae6-4c1b-ac00-6ca1ee987f68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304679 ms
Total Talk Time (AGENT): 64979 ms
Total Talk Time (CUSTOMER): 71962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e41a90d2-0ae6-4c1b-ac00-6ca1ee987f68_20250619T14:19_UTC.wav
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[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] APO
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] APL disappears.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, my name is [PII]. I'm a broker and I've got a client.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Um, that we, that, um, she was terminated incorrectly in our enrollment system.
[CUSTOMER][NEUTRAL] And I need to make I sent a note to our rep [PII] and I'm just following up to see if that got.
[CUSTOMER][NEUTRAL] Um, process because we just there should not be a term date for this employee.
[AGENT][NEUTRAL] Um, what's the number?
[CUSTOMER][NEUTRAL] Uh, the client social.
[CUSTOMER][NEUTRAL] I or.
[AGENT][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] The group members that decline.
[CUSTOMER][NEUTRAL] Uh, the group number?
[CUSTOMER][NEUTRAL] Oh, you not look up just for her social?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] But I need to look at the group to see if I even have permission to give you this person's information. So what group are they in?
[CUSTOMER][NEUTRAL] Moulton ISD.
[AGENT][NEUTRAL] I got.
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Yeah, I always like to.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh wow, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Are you able to look it up with that?
[AGENT][NEUTRAL] Um, and you're saying M O L T O.
[CUSTOMER][NEUTRAL] U M O M O U L T O N.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Just like I see every molten but obviously I have a molten management.
[AGENT][NEUTRAL] Can you send your email that you sent to [PII] to the sales department?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes, but she doesn't work in that department, so you're gonna need to forward your email to [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Hold on one second, I think I found a policy number.
[CUSTOMER][NEUTRAL] 14611
[AGENT][NEUTRAL] That's a group number of policymakers.
[CUSTOMER][NEUTRAL] That is the policy number.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I don't even have that policy number. I guess I need just whatever you send to [PII] can you send it to our local pharmacy we can just look at the email.
[CUSTOMER][NEGATIVE] OK, yeah, your our connection is not very good. Let me.
[AGENT][NEUTRAL] Whatever you send to [PII], send it to the sales department.
[CUSTOMER][NEUTRAL] OK, what is that email, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you very much.
[AGENT][NEUTRAL] Think so.