AccountId: 011433970860
ContactId: 06281196-b813-43cb-ace8-0ab9ea05df0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145600 ms
Total Talk Time (AGENT): 55159 ms
Total Talk Time (CUSTOMER): 34826 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/06281196-b813-43cb-ace8-0ab9ea05df0f_20250225T19:10_UTC.wav
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[AGENT][POSITIVE] Good morning or good afternoon. Sorry, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was just speaking with [PII]. Is she available?
[AGENT][NEUTRAL] Oh, I can get her, um, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Trying to see if she's on a call. Hold on one, do you mind if I place you on just a brief hold? I'm just trying to get to her.
[CUSTOMER][NEUTRAL] Sure, sure, and if, if you can't, I can just talk to you.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK OK
[AGENT][NEUTRAL] Oh, she was trying to call you. She's dialing out. OK, hold on one second, let me call her for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] This is.
[AGENT][NEUTRAL] Hey [PII]. Did it, did it look like I'm calling from Teams or AWS?
[CUSTOMER][NEUTRAL] Yeah, yeah, it looks like from teams.
[AGENT][NEGATIVE] Really, that is so weird.
[CUSTOMER][NEGATIVE] It is weird.
[AGENT][NEUTRAL] Because I'm calling from AWS, but
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][POSITIVE] No worries [PII].
[AGENT][NEGATIVE] OK, are you ready for her or you need it? Well, I didn't get anything. She just asked for you. She said y'all just got off the phone.
[CUSTOMER][NEUTRAL] That's all right. I, yeah, we did, and I still have our policy up, so you can just send her to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Hello, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] This is [PII], but [PII] is on the line to assist you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][POSITIVE] It's OK. Have a good day.
[CUSTOMER][NEUTRAL] He's on the line now?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes, yes, [PII]. How can I help?