AccountId: 011433970860
ContactId: 5d93d1fe-3e68-4698-a155-a4b5160af010
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138699 ms
Total Talk Time (AGENT): 36200 ms
Total Talk Time (CUSTOMER): 35670 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5d93d1fe-3e68-4698-a155-a4b5160af010_20250107T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm actually calling from uh agent [PII]'s office. Who do I contact about um on one of our groups they have a new contact for the group, um, and I, you know, wanna give his information and his email and all that stuff, and I didn't know normally I mean if I have an issue with the group I write the care team email does is that where this would go?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I think I'm pretty certain that's where you're gonna send it, but let me just double check here. um let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're needing to like change the, it's the admin the contact on the group, right?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That's adding an employee we don't wanna do that.
[AGENT][NEUTRAL] OK, yeah, so it looks like it goes to that care team at [PII] email address.
[CUSTOMER][POSITIVE] Great I'll just send that to them thanks very much [PII].
[AGENT][POSITIVE] You're welcome. Thanks for your patience. Have a great day.
[CUSTOMER][POSITIVE] Uh thanks bye bye.
[AGENT][NEUTRAL] Bye.