AccountId: 011433970860
ContactId: 69ee74d0-a369-4b45-854e-335c662ea048
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218100 ms
Total Talk Time (AGENT): 54019 ms
Total Talk Time (CUSTOMER): 115025 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/69ee74d0-a369-4b45-854e-335c662ea048_20250410T18:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I am on the APL website, uh, and I was hoping to change the contact information for the group, the Family Action Network. I'm calling from [PII]'s office, and, and I'm.
[AGENT][POSITIVE] OK, and I can help.
[AGENT][NEUTRAL] Oh sorry, yeah, I, I can help you with this. Um, tell me, do you have, do you have a group number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, hang on a minute, um, group number is 25484.
[AGENT][NEUTRAL] 2548
[AGENT][NEUTRAL] And that's for family action and we have the current group contact is [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, that's it, but he's, yeah, he's no longer um the executive director of the, uh the new one is [PII] I excuse me, [PII]
[AGENT][NEUTRAL] Or is that who needs?
[CUSTOMER][NEUTRAL] And her
[CUSTOMER][NEUTRAL] Last name is spelled.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's a good email for um [PII]?
[CUSTOMER][NEUTRAL] For her, it's [PII]
[CUSTOMER][NEUTRAL] Well, it's her the first uh initial of her first name, so it's [PII] and then her last name [PII] [PII]
[AGENT][NEUTRAL] Friends
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And what's a good uh phone
[CUSTOMER][NEUTRAL] Oh, that's a good question. Um,
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Can't remember what, hang on a minute, see if I can look it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and um once I get this changed, where can I send the confirmation email to?
[CUSTOMER][NEUTRAL] Um, that could be sent to, uh, probably it's best to send to [PII] and his [PII], yeah, his, his, uh, email, it should be on record, but it's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Perfect, that's what I have in our system as well so give me just a little bit and I'll, and I will have that updated and um then we'll send you a confirmation once it's done.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] That's perfect. Thank you so much.
[AGENT][POSITIVE] Oh, thank you. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, thank you. I appreciate it. You have a great rest of the day.
[AGENT][POSITIVE] You too, thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.