AccountId: 011433970860
ContactId: f996cdb0-2a2b-480d-ae32-e19e2c1e1d92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100860 ms
Total Talk Time (AGENT): 51466 ms
Total Talk Time (CUSTOMER): 47806 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f996cdb0-2a2b-480d-ae32-e19e2c1e1d92_20250313T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] Hey [PII] how are you?
[CUSTOMER][POSITIVE] I'm good, thank you so much for asking.
[AGENT][POSITIVE] Good. Happy Friday.
[CUSTOMER][NEUTRAL] Question for you.
[CUSTOMER][NEUTRAL] It's what?
[AGENT][POSITIVE] Or happy happy Thursday [PII] is what I meant to say.
[CUSTOMER][NEUTRAL] I was gonna say it's not Friday for sure. Maybe your Friday, but not my Friday.
[AGENT][NEUTRAL] I said.
[AGENT][NEUTRAL] No, I was meant to say happy [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] Um, question for you, do you guys and broker resources have access to see if groups are on an EDI feed or not?
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] You have to ask enrollment service.
[AGENT][NEUTRAL] Well, no, hopefully, here, let's see, give me a group number and let's see.
[CUSTOMER][NEUTRAL] Yeah, it's for um SDL Freightliner.
[AGENT][NEUTRAL] OK, hold on just a second, let me look up there.
[AGENT][NEUTRAL] S as in Sam, right? Or Florida F or S?
[CUSTOMER][POSITIVE] No, Sam, Sam Bravo Lima SBL Greater.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 246-7924679.
[AGENT][NEUTRAL] Oh, just a second, um, it does say file feed. I can just only see the file feed part of it.
[CUSTOMER][NEUTRAL] Not who is in the what carrier or company it is OK, alright, that's fine.
[AGENT][NEGATIVE] No, no, not from my view.
[CUSTOMER][NEUTRAL] That's why I just first needed confirmation so now I'll, I'll go to enrollment services to help me figure out what's going on.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][NEUTRAL] OK, not right now.
[AGENT][POSITIVE] All right, enjoy your day.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][POSITIVE] Thanks bye.