AccountId: 011433970860
ContactId: 1db69064-f26a-4ffb-a07f-1500f36631f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124580 ms
Total Talk Time (AGENT): 64319 ms
Total Talk Time (CUSTOMER): 33819 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/1db69064-f26a-4ffb-a07f-1500f36631f1_20250512T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I'm trying to get a hold of [PII]. I just missed her call.
[AGENT][NEUTRAL] Um, let's see really quick.
[AGENT][NEUTRAL] Alright and who is calling?
[CUSTOMER][NEUTRAL] It's N2W software. My name is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] [PII], all right, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I do see that she is on a call right now. Um, did she leave a message regarding what the call?
[CUSTOMER][NEUTRAL] It's supposed to be with me.
[AGENT][NEGATIVE] I'm sorry, you're breaking up. I really can't um understand.
[CUSTOMER][NEGATIVE] Yeah, it's the call is supposed to be with me. They, she scheduled the call with me, I'm late.
[AGENT][NEUTRAL] OK, I would assume it is the welcome um call for um from APL. Alright, I do see.
[CUSTOMER][NEUTRAL] Yes, exactly, exactly. Can you please tell us why they call me back? I really need this call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, um, I will go ahead and send her a quick message about it. Um, is there a specific time that you will, um, prefer her to call you?
[CUSTOMER][NEUTRAL] Uh, right now.
[AGENT][NEUTRAL] Um, she is in a, she is in a call right now.
[CUSTOMER][NEUTRAL] Right now, yes, right now.
[CUSTOMER][NEUTRAL] She's supposed to be with me on a call.
[CUSTOMER][NEUTRAL] We scheduled this time.
[AGENT][NEUTRAL] Sorry, I, I will, um, assume that since there was no answer, she passed to another call, but I will go ahead and um send her a message to call you back as soon as possible, right?
[CUSTOMER][POSITIVE] Yes, tell her as soon as possible.
[AGENT][NEUTRAL] All right. I will go ahead and do so.
[CUSTOMER][NEUTRAL] And she also has my email you can email me that.
[AGENT][NEUTRAL] Mhm. Alright, I will do so. Is there