AccountId: 011433970860
ContactId: f1653821-4285-4846-a87c-313908234830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118860 ms
Total Talk Time (AGENT): 39803 ms
Total Talk Time (CUSTOMER): 75779 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f1653821-4285-4846-a87c-313908234830_20250506T21:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you [PII]?
[AGENT][NEUTRAL] Hey, I'm good, [PII]. How are you? Long time no talk.
[CUSTOMER][POSITIVE] But yeah, um, yeah, it's been a good life from in [PII] on my wife's vacation but still working, just landed a group up here. So, yeah, well, she's putting her toes in the Gulf [PII], little joke.
[AGENT][POSITIVE] Oh, nice.
[AGENT][POSITIVE] Nice.
[AGENT][POSITIVE] Very good.
[AGENT][POSITIVE] Well, that's amazing.
[AGENT][POSITIVE] Well, I'm glad you can take some time with your wife. That's awesome.
[CUSTOMER][POSITIVE] Yeah, I'm still working it.
[CUSTOMER][NEUTRAL] Yeah, hey, um, is there a way that I can speak to [PII]? She's, I don't have a direct number for her.
[AGENT][NEUTRAL] [PII], let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It looks like she is away right now. Let me see if I can IM her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just have this guy who sent the claimant for his wife, and ATLs keep asking him here, and this has just been the worst enrollment where uh PEO train it's not, God bless you, it's not giving me all the information.
[CUSTOMER][NEGATIVE] And, uh, this, of course, you know, this guy hasn't responded in the 2 days so I've tried to email him. God bless you 3 times over.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Trying to stay on the wall.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, if she's not available, we can try just the claims department in general if you don't wanna.
[AGENT][NEUTRAL] If she's
[CUSTOMER][NEUTRAL] No, I'll I'll email her. It's all good is that she's emailing the CFO of the group and the CFO is not too happy by the way this enrollment went and because, and she and the CFO wrote, uh, yeah, and the CFO wrote that, uh, APL just the general, you know, it's not my responsibility, it's the, you know, it's the insured and I can't get all the insured. OK, alright, no problem, [PII]. Alright, thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh understood.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, of course, have a good day. Bye.
[CUSTOMER][POSITIVE] All right take care bye thanks bye.