AccountId: 011433970860
ContactId: 75f70565-9f5e-45d2-b801-36f552a3ad5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69059 ms
Total Talk Time (AGENT): 14349 ms
Total Talk Time (CUSTOMER): 52339 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/75f70565-9f5e-45d2-b801-36f552a3ad5d_20250124T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is [PII]. I have, uh, ultimately three more people going on the gap plan for group number 1602015. I have one actually for that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Well, not really. I gave you the wrong group number, sorry, um, I have one person going on for 23755 and then a couple of people going on for 26696, um.
[CUSTOMER][NEUTRAL] So I wanted to, uh, know if I could, I've got this massive spreadsheet but it's a bit confusing. Uh, doing it in, there's just a lot going on in this spreadsheet and since it's only gonna be 2 people right now and then one additional one, can I just send you an email with their name and address and you know, social and date of birth and all that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, as long as everything's in the body of the email and then of course put um which group number you want to put them on, that's fine.
[CUSTOMER][NEUTRAL] Is that OK?
[CUSTOMER][POSITIVE] OK, all right, sounds like a plan thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.