AccountId: 011433970860
ContactId: 1f24657f-b5a3-4a5c-ba20-99f0479a8fbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96199 ms
Total Talk Time (AGENT): 31152 ms
Total Talk Time (CUSTOMER): 62647 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/1f24657f-b5a3-4a5c-ba20-99f0479a8fbc_20250527T16:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I, I currently have, uh, uh, coverage with, uh, you know, um, APL.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, and I just have a question for you. I'm not sure if I got the right department, OK, because the, the APL is, is like a gap that covers, uh, only covers certain things, is that right? It, it's.
[AGENT][NEUTRAL] Uh, yes, depending on the plan you have. Um, right now, our system is down, um, unfortunately, it should be back up within the next hour. Um, I can either give you a call back or if you want to give us a call back, um, whatever is easiest for you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know what, uh, I'm gonna have you call me back because, because I, I gotta make some other calls and, and I do have, uh, um, one of those, uh, programs where on my phone that if somebody calls me I, I can, I can answer the phone if you call me back I can still answer your your call so this way you, you won't get this, this way you won't get a busy signal. OK, OK, my phone number, you ready?
[AGENT][NEUTRAL] OK. What is, what's
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, and that's not, it's not a cell phone.
[AGENT][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um that is it's a theory.
[AGENT][NEUTRAL] OK, when our system comes back up, I will give you a call back.
[CUSTOMER][POSITIVE] Thank you so much OK bye bye mhm.
[AGENT][POSITIVE] OK, thank you.