AccountId: 011433970860
ContactId: 0017dfe5-f0f2-4eb1-a021-bac8e70167f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99819 ms
Total Talk Time (AGENT): 38979 ms
Total Talk Time (CUSTOMER): 33126 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/0017dfe5-f0f2-4eb1-a021-bac8e70167f2_20250305T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from a recorded line. Is [PII] working today?
[AGENT][NEUTRAL] Uh, I can check for you. Um, may I, um, ask what, uh, group you're with, please?
[CUSTOMER][NEUTRAL] Yeah, sure, my company's name is Verifax.
[AGENT][NEUTRAL] OK, and is she expecting your call?
[CUSTOMER][NEUTRAL] Um, no, I'm just trying to update a contact file for her.
[AGENT][NEUTRAL] OK, um, what I can do is get your number and your name and have her call back if um I sent her an email.
[CUSTOMER][NEUTRAL] OK, sure I do have the correct location for her right?
[AGENT][NEUTRAL] Uh, I can't give that information out.
[CUSTOMER][POSITIVE] OK, um, yeah, if you wanna just give her a message for her to call me back that would be great.
[AGENT][NEUTRAL] OK, and can you give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, um my my name is [PII] and my number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're with Verafax, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, alright, thank you so much I'll make sure that she gets an email.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.