AccountId: 011433970860
ContactId: 520939a1-28ad-433d-806f-1bb10b254c44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107660 ms
Total Talk Time (AGENT): 47071 ms
Total Talk Time (CUSTOMER): 62403 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/520939a1-28ad-433d-806f-1bb10b254c44_20250110T21:42_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] Hi, [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hi, um, do you have anybody who speaks Spanish there?
[AGENT][NEUTRAL] I do not have anybody.
[CUSTOMER][NEUTRAL] They're not, yeah, I thought so. Um, yeah, I have, um, well, it's a potential, um, group, and they're trying to get information. I guess they're gonna need to get in contact with an agent that speaks Spanish, um, it's for a group that wants to do business with us.
[AGENT][NEUTRAL] OK, can you get, um, are they located in [PII] maybe?
[CUSTOMER][NEUTRAL] Yes, they are.
[AGENT][NEUTRAL] OK, can you get the info OK, perfect. Can you get the group contact um.
[CUSTOMER][NEUTRAL] Fort Lauderdale.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The phone number, email address, the name of the business.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Name of this. OK, I'm writing everything down.
[AGENT][NEUTRAL] And then how many eligible um yeah how many um employees they have.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I know it's more than 5 because I, she asked how many I say I think it's 5 or more, but I wasn't sure. OK, so yeah, it's probably more. OK. So, um, you want the full name of the contact person, you need the phone number of the contact person, you need the email, um, name of the business, and how many employees they have.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How many employees they have? I'm guessing they're looking for [PII].
[CUSTOMER][NEUTRAL] Yeah, mhm, secondary, mhm.
[AGENT][NEUTRAL] OK, yeah, um, yeah, if you'll get that information and then send it to [PII], we'll get that over to our [PII] people.
[CUSTOMER][POSITIVE] OK dokey. Thank you. Have a good day. Bye-bye.
[AGENT][NEUTRAL] All right. Uh-huh. Bye-bye.