AccountId: 011433970860
ContactId: 168db6b6-b344-4bb1-9697-af46c4688f38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208919 ms
Total Talk Time (AGENT): 53508 ms
Total Talk Time (CUSTOMER): 106317 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/168db6b6-b344-4bb1-9697-af46c4688f38_20250327T19:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII]. That's a better connection. How are you?
[AGENT][NEUTRAL] Hey.
[AGENT][POSITIVE] I'm good [PII] how are you?
[CUSTOMER][POSITIVE] Yeah, yeah. Yeah, it's so good. Got my wife, uh, on a plane trip to, uh, where is she going to [PII] for work and, and [PII] for work, like, oh, she's, you know, I don't wanna go. Yeah, right. Here's 500 bucks. But I.
[AGENT][POSITIVE] Some are good.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Oh hopefully he has a good time.
[CUSTOMER][POSITIVE] I love how they play it. Right, just put it on Black 38. Yeah, she's with her, her boss's girlfriend, so she'll have a good time.
[AGENT][POSITIVE] Oh, nice. That's a great time. What's going on?
[CUSTOMER][POSITIVE] Hey, I, I, you know, uh, I'm missing, and I'm just joking because I'm a jokey kind of guy. It's, that's why I never fit in corporate [PII], but I miss my [PII] sounding [PII]. I know they got her to new hires and stuff like that. Oh my God, so many new names. Uh, yeah, I can't get a hold of her though, uh, and she was always my go to.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, we still have her.
[AGENT][NEUTRAL] Do you want me to transfer to you?
[CUSTOMER][NEUTRAL] Yeah, if you can. I just tried and she didn't pick up and she would pick up, you know, if she was on her deathbed, but yeah, give it a try.
[AGENT][NEUTRAL] OK, give me a second, OK?
[CUSTOMER][POSITIVE] Alright thanks alright.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII] sounding voice.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] He asked for, he goes, I'm missing [PII]'s 16th.
[AGENT][NEUTRAL] I'm gonna send them to you. You want to remind me to deal with this.
[AGENT][POSITIVE] I love [PII].
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Come in.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEGATIVE] Yeah, no, I don't think she's here.
[AGENT][NEGATIVE] Oh, I don't think, no [PII], I don't think you're here.
[CUSTOMER][NEUTRAL] here
[CUSTOMER][NEUTRAL] Well, well, I'm here. Can you hear me?
[AGENT][NEUTRAL] I can hear you.
[CUSTOMER][NEUTRAL] OK, and who is this? Is this Morgan Stall? OK, sure, OK.
[AGENT][NEUTRAL] It's Morgan, yeah, it's Morgan still. Well, it's weird because like [PII] answered it. I can hear her answering it, but she's not like.
[CUSTOMER][NEGATIVE] Oh, you guys are having some weird I had a I had a call again.
[AGENT][NEUTRAL] She's not connected somehow.
[AGENT][NEGATIVE] We might be having some connection issues.
[CUSTOMER][NEUTRAL] It's, it's like that with you guys, you know, you have to go through [PII] to get to you guys and they still have a switchboard, so, um, it's a little joke, but [PII], if you can hear me, it's [PII]. I miss you.
[CUSTOMER][NEUTRAL] Just call her to give me a call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She's there. She can, she's still here.
[CUSTOMER][NEUTRAL] Oh, now I can hear.
[CUSTOMER][POSITIVE] [PII], I hear you laughing.
[CUSTOMER][NEUTRAL] Can you hear me? Yeah, now I can actually, can you call me back? You got a pen and piece of paper?
[AGENT][NEUTRAL] Oh, there you go.
[CUSTOMER][NEUTRAL] Yes, sir.