AccountId: 011433970860
ContactId: d1af436f-aeea-473f-813d-84bccced39bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142809 ms
Total Talk Time (AGENT): 46123 ms
Total Talk Time (CUSTOMER): 47122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/d1af436f-aeea-473f-813d-84bccced39bc_20250325T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm calling on behalf of one of my, uh, clients and one of my groups, um, they have a.
[CUSTOMER][NEUTRAL] Their birthday of the year is off by one year and just wanted to see if I get that corrected.
[AGENT][NEUTRAL] Oh yeah, OK, and what is the um what group is it or?
[CUSTOMER][NEUTRAL] I'm sorry, I can barely hear you.
[AGENT][NEUTRAL] Can you hear me better now?
[CUSTOMER][POSITIVE] Yes, yes, perfect.
[AGENT][NEUTRAL] OK, good. OK. um, what is, who, who's the member of the group or?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, let's see here, group number is 25587.
[AGENT][NEUTRAL] OK. And the name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. OK. Um, and do we have, what, what date of birth do we currently have?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Uh, it looks like the date of birth is [PII].
[AGENT][NEUTRAL] And what should it be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you happen to have the social?
[CUSTOMER][NEUTRAL] I do have a social. So on [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And last but not least, what is the group name just to verify.
[CUSTOMER][NEUTRAL] Group, yeah, group's name is Brown, Moore and Eler.
[AGENT][NEUTRAL] All right. We will get all of that updated, um, and you guys should get confirmation about that, uh, in the next day or so.
[CUSTOMER][POSITIVE] Perfect for your help.
[AGENT][POSITIVE] Thank you. Have a good day.