AccountId: 011433970860
ContactId: df9bdf9b-bde8-43e2-9527-ac8974fa3181
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99400 ms
Total Talk Time (AGENT): 24948 ms
Total Talk Time (CUSTOMER): 60137 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/df9bdf9b-bde8-43e2-9527-ac8974fa3181_20250507T14:39_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 have a question. Um,
[CUSTOMER][NEUTRAL] My mom used to work up there. Her name is [PII], and I'm her daughter, [PII]. Um, I was gonna see if I could talk to like
[CUSTOMER][NEUTRAL] The boss or something. It's something to do with my like school and I just had to ask a question.
[AGENT][NEUTRAL] I'm so sorry. It has something to do with, uh, what, what did you say?
[CUSTOMER][NEUTRAL] My school.
[AGENT][NEUTRAL] Your school, um,
[AGENT][NEUTRAL] OK, is this in regard to you said your mom used to work here?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so was this regarding um.
[AGENT][NEUTRAL] Uh, a policy that y'all have with us?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Is this regarding a policy that you have with us? I'm sorry, I'm a bit confused as to what this is in regard to.
[CUSTOMER][NEUTRAL] My mom got fired up there. [PII] was her last year working there. Um, and so she took out her 401k.
[CUSTOMER][NEUTRAL] Through American Public Life. Well, I'm in college and I, I have to apply for financial aid.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And since she took out her 401k, it showed up that she was making a lot of money on taxes. So I didn't qualify for financial aid and I'm trying to override the financial aid, but I have to have, it says a letter from your, uh, a letter from previous employers stating the last day of employment and why. And I was gonna see if I can get that to override myAFSA.