AccountId: 011433970860
ContactId: c3e7f034-3e44-4e46-bbc6-89d03dc54413
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223759 ms
Total Talk Time (AGENT): 110207 ms
Total Talk Time (CUSTOMER): 102988 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c3e7f034-3e44-4e46-bbc6-89d03dc54413_20250107T22:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I'm calling about our groupA Family Advocacy and Community training.
[CUSTOMER][NEUTRAL] And I just want to know if [PII] has.
[CUSTOMER][NEUTRAL] Employer access to the group.
[AGENT][NEUTRAL] OK, um, give me just a second.
[CUSTOMER][NEUTRAL] And I can tell you the group number too.
[AGENT][NEUTRAL] So online service center access like for the OSC correct?
[CUSTOMER][NEUTRAL] Yes, just, yes.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 20939
[AGENT][NEUTRAL] And who was the who was the person, I'm sorry.
[CUSTOMER][NEUTRAL] No, that's fine. [PII]
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I do show that [PII] has um
[AGENT][NEUTRAL] An active account for this group.
[CUSTOMER][NEUTRAL] OK, and so she can go on and pull invoices and such?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Oh, OK, great. That's, did you and Crystal Brown is not listed correct?
[AGENT][NEUTRAL] Um, no, I do not see a crystal brown.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did you guys get snow in [PII]?
[CUSTOMER][NEUTRAL] You're in [PII], right?
[AGENT][NEGATIVE] I am in [PII]. Yeah, no, yes and no. It was weird. Sunday we had like super, super cold temperatures and it did snow, but like nothing, if that makes sense. Like it just literally snowed all day and then, yeah, nothing kind of came of it, but it's freezing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I live in [PII] and
[AGENT][NEUTRAL] You guys get any
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] We have over 40 snow.
[AGENT][POSITIVE] Oh wow, so you guys did get something then.
[CUSTOMER][NEUTRAL] Yes, and it first started with ice and then it went to snow.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Oh gosh, yeah, we're supposed to get um snow I think on like Thursday, Friday, so we'll see what happens.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yeah, but yeah, it is cold. I don't appreciate it all that much.
[AGENT][NEUTRAL] It is cold. I know. I just feel like everything like went by really fast as far as like the holidays, and now it's like, hm, here's some cold weather too. It's like, what?
[CUSTOMER][POSITIVE] Yeah, exactly, like the low.
[AGENT][NEUTRAL] I feel like it's been, yeah, like I feel like it's been like 50, 60 degrees here, and I like want spring to happen, and I'm like, no, like we have an entire winter to get through. Like, I like, forget that, yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, I agree. All right, well, hopefully.
[AGENT][POSITIVE] Well, I'm glad you guys are OK.
[CUSTOMER][POSITIVE] Hopefully you'll enjoy the snow as you get snow. Is it good for one day.
[AGENT][POSITIVE] Yeah, well, I hope you guys are enjoying it. Yeah, I'm sure my kids will be out, so I'm sure it's gonna be a whole thing, so yeah.
[CUSTOMER][NEUTRAL] Well, I'm, I have my son's [PII] old and I'm [PII] months pregnant. So because we got, I, I'm too afraid to go outside that we're, I was gonna slip and fall.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Yeah, no. Yeah, no, do not do that, please. That would be absolutely terrible.
[CUSTOMER][NEUTRAL] Right, and then with the [PII] is he keeps wanting me to hold on.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And I like this, it'll just turn into, I just see disaster written all over it. So we've just been watching it from the windows to the side of the fireplace.
[AGENT][NEUTRAL] It's gonna be
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, that's about as good as he's gonna get next year. Next year, child, next year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly. All right, well thank you very much for your help. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, good luck with your baby.
[AGENT][NEUTRAL] Yeah, of course. Mhm. All right, call us if you need us.
[CUSTOMER][NEUTRAL] All right well I will talk to you later. OK, bye [PII].
[AGENT][POSITIVE] Thanks, bye.