AccountId: 011433970860
ContactId: 0e3a5698-1c60-468e-992f-5d2ede7e08a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77540 ms
Total Talk Time (AGENT): 32901 ms
Total Talk Time (CUSTOMER): 34742 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0e3a5698-1c60-468e-992f-5d2ede7e08a0_20250424T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. This is [PII]. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How about yourself?
[CUSTOMER][POSITIVE] Good, thank you for asking. I wanted to know if Ms. [PII] is still working for you.
[AGENT][NEUTRAL] What was the name?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] I'm not familiar with that name. Do you know what department they were in?
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] Directly at [PII] [PII].
[AGENT][NEUTRAL] Yeah, I don't see anybody by that name. I'm not familiar with them.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Maybe, maybe she's not working for you anymore because she used to work for you back in [PII].
[AGENT][NEUTRAL] Oh yeah, so I'm a newer employee. I've been with American Public Life for less than a year, um, but I, yeah, I did a search. I don't see anybody by that name. Is there something that we can help with?
[CUSTOMER][NEUTRAL] No, I just wanted to speak with him since he doesn't work for you it's OK, ma'am.
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][POSITIVE] All right. Thank you. You too.