AccountId: 011433970860
ContactId: 16b95765-4250-4e94-a4ee-8109a912c477
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63369 ms
Total Talk Time (AGENT): 25293 ms
Total Talk Time (CUSTOMER): 33442 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/16b95765-4250-4e94-a4ee-8109a912c477_20250424T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I think you dialed the wrong extension. I was trying to call [PII], uh, from the IT department.
[AGENT][NEUTRAL] Um, OK, and who's speaking?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, and does he know that you're calling?
[CUSTOMER][NEUTRAL] Uh, not really, but I'm calling about your telephone system, uh, calling from Central.
[AGENT][NEUTRAL] OK, um, do we use you currently?
[CUSTOMER][NEUTRAL] Um, part of, uh.
[CUSTOMER][NEUTRAL] How many users do I have here registered? One second. So you have 13 licenses with us.
[CUSTOMER][NEUTRAL] So I'm not sure how big is that in your company.
[AGENT][NEUTRAL] OK, um, is there a way that I could send you, I could send [PII] your contact information and he could give you a call back? I don't have a way to transfer you to him.
[CUSTOMER][POSITIVE] Uh, transfer. Uh, don't worry, I have a cell here. I'll just, I'm just, you know, being courteous and, uh, don't worry. Thank you so much, ma'am. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, of course. I hope you have a good day.
[CUSTOMER][NEUTRAL] Bye bye.