AccountId: 011433970860
ContactId: 6a4dc69a-8c1c-4772-bfbc-a671c55c38e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 40740 ms
Total Talk Time (AGENT): 20170 ms
Total Talk Time (CUSTOMER): 32032 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/6a4dc69a-8c1c-4772-bfbc-a671c55c38e4_20250211T15:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good. Hey [PII], I messed up. I sent in a med link application like 5 minutes ago and I forgot to update the. I forgot to update the employee's address. I mean, I can just send it the corrected application, but should I send it to anybody in particular or just customer care?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Did you submit the APL sales? You know, I'm gonna get here.
[CUSTOMER][NEUTRAL] No, I sent it to APL customer care.
[AGENT][NEUTRAL] Uh, customer care, uh, I would just send a backup email saying that here you left the email the address off and they should be able to catch it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'll put it in big letters OK alright no problem alright thanks alright bye alright you too.
[AGENT][POSITIVE] Yeah, uh, have a good day. Bye bye.