AccountId: 011433970860
ContactId: 706c9903-7a12-4649-ba1e-8cb4b630945d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83559 ms
Total Talk Time (AGENT): 25381 ms
Total Talk Time (CUSTOMER): 53532 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/706c9903-7a12-4649-ba1e-8cb4b630945d_20250227T22:27_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 [PII], this is [PII] with the care team. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine how are you?
[CUSTOMER][NEUTRAL] Hey, I'm wonderful. I have a request and it sounds like it could go to you. I've never heard it before, so I'm not exactly sure what to do with it. I have somebody reaching out asking for a Schedule A plan for the year starting [PII]. I'm not sure what a Schedule A plan is.
[AGENT][NEUTRAL] OK. Schedule A is an IRS document and that actually goes to [PII] and [PII].
[CUSTOMER][NEUTRAL] Is that something I should forward and probably not have request?
[AGENT][NEGATIVE] You will email them they they would never get it through hub.
[CUSTOMER][NEUTRAL] OK, so [PII] and who else did you say?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Could you spell that? I'm so sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh [PII], OK, I don't know what I was hearing. I'm sorry. OK, I will forward this request to them. Um, thank you so much for the insight. Now I know what to do if I get that again.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Thank you. I thought it was, I don't know. I thought it was a proposal, so.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][POSITIVE] Perfect thank you thank you take care.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Bye bye.