AccountId: 011433970860
ContactId: 12165e14-0f5e-4b23-b6ab-a8bf8d715d0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78019 ms
Total Talk Time (AGENT): 38238 ms
Total Talk Time (CUSTOMER): 37166 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/12165e14-0f5e-4b23-b6ab-a8bf8d715d0d_20250122T21:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] from Levi and Associates again. I told you I'd be back in touch with you today.
[AGENT][POSITIVE] Hey, sorry. All right. Awesome. How can I help you?
[CUSTOMER][NEUTRAL] Have a different uh issue with a different group actually this is an easy one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group is 25897 Legion Graphics.
[AGENT][NEUTRAL] There we go, got it. OK.
[CUSTOMER][NEUTRAL] And we have a member [PII]
[AGENT][NEUTRAL] Let me pull up real quick.
[AGENT][NEUTRAL] [PII], yes, uh-huh.
[CUSTOMER][NEUTRAL] And they got married.
[AGENT][NEUTRAL] She's not married, OK.
[CUSTOMER][NEUTRAL] So instead of being [PII], she's [PII], she kept it nautical.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yeah, for sure. OK, yeah, just send an email to the [PII] sales. Do you have that email address?
[CUSTOMER][NEUTRAL] I do so just send an email just with staying with the changes, OK.
[AGENT][NEUTRAL] Yeah, I've just
[AGENT][NEUTRAL] Yeah, so she's got married and her, her name's changed or whatever and we'll get it updated.
[CUSTOMER][POSITIVE] OK perfect no worries.
[AGENT][POSITIVE] OK, easy peasy. I'll talk to you later.
[CUSTOMER][POSITIVE] Thank you so much. All right, I appreciate the advice.
[AGENT][POSITIVE] You're most welcome. Have a great day. Thank you.
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.