AccountId: 011433970860
ContactId: 2e718b9d-1e81-40f6-9634-87b7064e0ca0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93029 ms
Total Talk Time (AGENT): 21017 ms
Total Talk Time (CUSTOMER): 32169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2e718b9d-1e81-40f6-9634-87b7064e0ca0_20250218T20:23_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] Hey, it's [PII] how are you?
[AGENT][NEUTRAL] Hey, [PII], what's going on?
[CUSTOMER][NEUTRAL] I'm, I'm trying to help, uh, someone who's going through the appointment process and in their email it said.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm on no more forms now, but what is the client that I select? I do not see APL.
[CUSTOMER][NEUTRAL] That make any sense?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it should be American Public Life spelled out.
[CUSTOMER][NEUTRAL] Alright, let me send her a note real quick.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK thanks let me send that to her um.
[AGENT][NEUTRAL] Oh, OK, yeah, it's not gonna be our abbreviate it's not gonna be our APL. It's gonna be American Public Life.
[CUSTOMER][NEGATIVE] And uh should fix it.
[CUSTOMER][NEUTRAL] OK, you're just moving ahead with that change in marketing, right?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All abbreviated good stuff. OK, thanks, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thanks, [PII], bye-bye.