AccountId: 011433970860
ContactId: 0d154f0f-bfdb-4076-a970-372f0827dc2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108959 ms
Total Talk Time (AGENT): 43142 ms
Total Talk Time (CUSTOMER): 25799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/0d154f0f-bfdb-4076-a970-372f0827dc2d_20250331T13:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Is [PII] available? She, she and I have been working on this issue.
[AGENT][NEUTRAL] Alright, Mr. [PII], um,
[AGENT][NEUTRAL] Let me just a second to see if she is available.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. I do see that she is available um but working on a project currently. Is there something specific that you have questions that I could help?
[CUSTOMER][NEUTRAL] She and I have been emailing back and forth. It just, it, it takes too long to catch you up on it. Uh, can I get her to call me?
[AGENT][NEUTRAL] Mhm, uh, what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Start all over [PII].
[CUSTOMER][NEUTRAL] Start all over [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And um the message that I can leave to her that um you want to catch up about regarding the emails that y'all have been um having, is that correct?
[CUSTOMER][NEGATIVE] Yes, concerning my mother's death.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'll go ahead and send her uh the message and to um reach you out as soon as she can.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And you're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too