AccountId: 011433970860
ContactId: a13d9bc1-7601-4c89-a81b-c6dd25b77e72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142279 ms
Total Talk Time (AGENT): 51750 ms
Total Talk Time (CUSTOMER): 93300 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a13d9bc1-7601-4c89-a81b-c6dd25b77e72_20250211T19:45_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], it's [PII] in the care team. How are you today?
[AGENT][POSITIVE] Hi, I'm good. How are you?
[CUSTOMER][NEUTRAL] Uh, I'm sleepy.
[CUSTOMER][NEUTRAL] Oh, I wish, well, I had to break my lunch to go to the alco meeting, so, yeah, but I'm happy, you know, our numbers are looking good, so that's always awesome. But um.
[AGENT][NEUTRAL] Same
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have a quick question for you. Um, I have a group representative on the phone. I put it through the chat, but I didn't get a response, but the person that is our group contact in the system, she retired Friday and who will be the next person that will be able to like send us an email to the online the OSC.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I saw that, but I didn't really want to speak out of turn, but I think that um
[AGENT][NEUTRAL] I think as long as it came from the domain.
[AGENT][NEUTRAL] The right, the same domain, I think it's OK, um.
[CUSTOMER][NEUTRAL] I like the they have to share the same email cause the woman to call her, she said hers is [PII] whatever and OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm thinking that it's that as long as it's the um comes from the same domain I'm fairly certain um tell them it probably wouldn't hurt to copy their broker on the email but just send it over to your team and.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we can get it changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and they are uh in a group.
[AGENT][NEUTRAL] I just want to speak out of turn, so.
[CUSTOMER][NEUTRAL] All right, yeah, uh, I was just looking and they are in a group there, but
[AGENT][NEUTRAL] What was that?
[CUSTOMER][POSITIVE] Yeah, bless her heart. They even the group admin, she, she retired and she didn't send an email and say, hey, I'm retiring, here's the.
[CUSTOMER][NEUTRAL] Next person in line to give information, but I just didn't wanna say well we just need to get an email from the group saying with the contact without checking first.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's crazy cause usually, you know, you have time when you're retiring, you can do all these kinds of things, but if you just leave abruptly, then that's different.
[CUSTOMER][NEUTRAL] Well she said she said forget all this. I'm out.
[CUSTOMER][NEUTRAL] Let them figure it out. I'm gonna figure it out.
[AGENT][NEUTRAL] Figure it out people.
[CUSTOMER][POSITIVE] Alright, well, I appreciate you. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] Uh, have a great one. Bye.
[AGENT][POSITIVE] Bye. Oh, you too. Thanks. Bye.