AccountId: 011433970860
ContactId: 15d5b289-20b9-4f44-aa9e-2eca2e1b1488
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261100 ms
Total Talk Time (AGENT): 63231 ms
Total Talk Time (CUSTOMER): 52337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/15d5b289-20b9-4f44-aa9e-2eca2e1b1488_20250321T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So, I need to talk to memory police. I forgot her.
[CUSTOMER][NEUTRAL] I forgot what her extension number is.
[CUSTOMER][NEUTRAL] Is she in
[AGENT][NEUTRAL] Let me see if she's still in the office here. Give me just a second.
[CUSTOMER][NEGATIVE] I need to talk to her real bad.
[AGENT][NEUTRAL] Can I grab your first name, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let me see if she's available and able to take a call [PII]. Um, was it in, have you been speaking to her in regards to your policy or something?
[CUSTOMER][NEGATIVE] Yes, I have. Yes, I've been speaking to her about my sister's policy and my phone is messed up and I, she was supposed to call me back and I don't know if she's called me.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] This was the first of the week she was supposed to call me back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I reached out to memory, so let me see if I get a response back here and um if she's able to, I'll just transfer you through here um Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, she looks like she can talk to you. So, um, on the transfer, if anything happens, is this [PII], is that a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you. Uh, one moment, I'll put you through.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 672.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. I have [PII] on the other line and I'm just gonna transfer her through if that's OK.
[CUSTOMER][POSITIVE] Yeah, that's fine. Thank you, [PII].
[AGENT][POSITIVE] Thank, thank you. Here she comes.
[CUSTOMER][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] I'm good how about you?
[CUSTOMER][POSITIVE] I'm doing OK. Thank you for asking. I'm sorry I haven't gotten back with you. Um.