AccountId: 011433970860
ContactId: 0c8a37df-3f86-434c-9a28-d94754af8d7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164039 ms
Total Talk Time (AGENT): 48641 ms
Total Talk Time (CUSTOMER): 25221 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0c8a37df-3f86-434c-9a28-d94754af8d7d_20250219T21:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just on the phone with [PII] and um I actually was hoping to speak with her again.
[AGENT][NEUTRAL] [PII], what department do you?
[CUSTOMER][NEUTRAL] Uh, billing.
[AGENT][NEUTRAL] Billing. OK, and what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], and then [PII], is this [PII] the best number for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, hold on one moment. And you said billing. Do you mind if I place you on just a brief hold? I'm just gonna reach out to billing.
[CUSTOMER][POSITIVE] Not at all. Thank you.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII] and billing.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Hope so.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. So I got in touch with [PII]. I'm getting ready to transfer you now. Before I do that, was there anything I can help with?
[CUSTOMER][POSITIVE] No, you've done enough and I really appreciate it thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thanks again for holding. [PII] is on the line to assist you now.
[CUSTOMER][POSITIVE] OK, thanks so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey [PII].