AccountId: 011433970860
ContactId: 0ea1d715-32cb-49f4-9463-9ec66aaff5a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68480 ms
Total Talk Time (AGENT): 36074 ms
Total Talk Time (CUSTOMER): 43621 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/0ea1d715-32cb-49f4-9463-9ec66aaff5a5_20250501T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Hey, I, I.
[CUSTOMER][POSITIVE] So it works. So I called you. I call [PII]. It says if you know your party's extension, press it now. I did 3288 and it took me straight to you.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] Oh, OK. Well, I guess maybe he did something wrong because [PII] said he, you know, she, she, she did get him over to me, but she said he was upset because he didn't understand why we would give him an extension. You can't even get the extension, OK, because I knew you would have told us if something had changed. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm. And so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, that's why I said like when you was telling me my mom was like nobody told me that. Like I just thought everything would work the way it works, like mine always works except for I think I just get my direct extension, but I tried mine as well and it and it works.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, OK. All right.
[CUSTOMER][POSITIVE] I gotta do 1800 and I do 3290 for my extension, it works.
[AGENT][POSITIVE] OK, OK. All right. Well that long is working. OK.
[CUSTOMER][NEUTRAL] So, um, anyway, now we know, now we know, and I share it with our team just to say there's no issue with giving extensions.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] OK. All right. Thanks, [PII].
[CUSTOMER][POSITIVE] Thank you. Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.