AccountId: 011433970860
ContactId: e68b7b6a-7ffe-4cde-a759-799e9634bdcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161089 ms
Total Talk Time (AGENT): 57617 ms
Total Talk Time (CUSTOMER): 104890 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/e68b7b6a-7ffe-4cde-a759-799e9634bdcd_20250204T18:55_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] Yeah, I'm just trying to get in touch with [PII] or actually anyone that can help me in reference to group number 23533.
[AGENT][NEUTRAL] 23533. Um, I'm not quite sure which [PII] you're talking about, but I think I can, let me pull that group up and see if I can help you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] Is this for [PII] is it [PII]? OK. How can I help today?
[CUSTOMER][NEUTRAL] [PII], yeah, yeah, [PII], correct.
[CUSTOMER][NEUTRAL] Alright, so I have sent because I was going on a trip. I have sent an email and um uh I don't know exactly which exactly person I sent it to uh to add one employee, um and the last name is uh [PII] um and the first name is [PII] um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But looks like it never happens and uh I didn't use the Excel like I usually do because I was in a hurry living out of the out of the city and so but uh now I'm not sure who did I send it to. I have the copy of the, the first pages of the applications of the health insurance. Uh, I don't know if you can help me because it's supposed to be effective [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what I'm gonna have you do is I'm gonna have you send it to us at APL. Um, I have a specific email address I want you to send it to, and we can probably get it worked today.
[CUSTOMER][NEUTRAL] OK, um, so I don't have nothing to write with right now. Is it possible to get an email with that email?
[AGENT][NEUTRAL] Sure, and who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII], last name [PII] I'm the agent and the uh my email my email is my full first name, [PII] last name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect, uh, [PII], I'll send that email right now and then just send us that enrollment and we'll get it taken care of.
[CUSTOMER][NEUTRAL] OK, can I just type the information in that and then reply to the email or I have to use the, OK, thank you uh thank you very much. What's your name ma'am?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] Barber, oh, I think I've spoken to you before in the past. OK.
[AGENT][NEUTRAL] Yeah, I think, I think he has so yeah he'll just um I'm gonna send you an email and if you'll just send us back the enrollment information we'll, we'll handle it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, uh, [PII]. You have a great afternoon.
[AGENT][POSITIVE] Thanks you too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.