AccountId: 011433970860
ContactId: fd9b71e6-4216-45ef-8fc1-3db5713d44a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219100 ms
Total Talk Time (AGENT): 46129 ms
Total Talk Time (CUSTOMER): 136135 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/fd9b71e6-4216-45ef-8fc1-3db5713d44a1_20250219T21:19_UTC.wav
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[CUSTOMER][NEUTRAL] That's still the same.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] 30 years
[CUSTOMER][NEUTRAL] Hello. Hey, can you hear me? Hello? OK, I'm sorry, who is this? Hey, hey [PII], this is [PII]. How are you today, [PII]? Pretty good. I've just finished an open enrollment meeting for, uh, a group called Integra Solutions.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, [PII] with APL.
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] And uh they're IMV company and I'm I'm gonna we got a few people that uh need I uh APL ID cards that don't have them for some reason and I just wanted to uh see if you could send me the APL cards for these few people.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can't remember the group number. I, it's under Integra Solutions. They're IMB I think it's 26695.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that sound right? I just wanna see if you can pull it up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me find it um a different way. Hold on just a second.
[CUSTOMER][NEUTRAL] First of all.
[AGENT][NEUTRAL] 23755.
[CUSTOMER][NEUTRAL] No, I think it's 266. It starts 266.
[CUSTOMER][NEUTRAL] Uh, not that.
[AGENT][NEUTRAL] Um, integra Solutions is 23755.
[CUSTOMER][NEUTRAL] Right, and this is one of their companies. They have two companies that's Integra and then there's one called IMV.
[CUSTOMER][NEUTRAL] I as in India. M as in Marine. V as in venture.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Though it was 26695.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] 26695 is a different.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] That's not even a Florida group. I am the.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Mhm. Take care thank you.
[AGENT][NEUTRAL] Let me see if I can, I think everything's in integer solutions, so give me just a second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, do you wanna take one more time?
[AGENT][NEUTRAL] 26696.
[CUSTOMER][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] The one
[CUSTOMER][POSITIVE] Alright, take care.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if you could, I'm gonna give you four employees. The first one is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Next one.
[CUSTOMER][NEUTRAL] Is um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the third one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last one is [PII] and his last name is [PII]
[AGENT][NEUTRAL] OK, I will get them requested.
[CUSTOMER][POSITIVE] Yeah, if you could do, yeah, if you could request and if they could just email me and and mail this gentleman a card we'd be much appreciated.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right. I hope you enjoy your day.
[CUSTOMER][POSITIVE] Alright [PII], thanks for your help appreciate it thank you.
[AGENT][POSITIVE] Yeah, of course. Have a good day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.