AccountId: 011433970860
ContactId: 19c71b5e-3451-4542-bd61-428b8ec339d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331059 ms
Total Talk Time (AGENT): 37010 ms
Total Talk Time (CUSTOMER): 37243 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/19c71b5e-3451-4542-bd61-428b8ec339d6_20250214T21:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Goldmark Creative. Uh, I was just looking for the person, uh, that is, that makes the marketing decisions for you guys. Do you know who that may be by chance?
[AGENT][NEUTRAL] marketing?
[CUSTOMER][NEUTRAL] The marketing decisions?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let me check, Mr. [PII]. Where are you calling from again?
[CUSTOMER][NEUTRAL] Uh, I'm calling from Tulsa, Oklahoma.
[AGENT][NEUTRAL] Oklahoma and what is the company's name?
[CUSTOMER][NEUTRAL] It is gold mark created.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If they have the if you're I don't know if you guys are doing uh marketing in house or you guys are outsourcing but.
[CUSTOMER][NEUTRAL] If um
[AGENT][NEUTRAL] I have to check on that because you're calling the care team for um members, so I'll have to check on that. That's why I'm gathering all this information. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Absolutely it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. OK, um, let me go ahead and check and see who will be handling this part of this call. Um, do you mind holding for me, Mr. [PII]?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.