AccountId: 011433970860
ContactId: 1f84d300-7513-4864-bcc0-d3b3c0ce22ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83930 ms
Total Talk Time (AGENT): 28691 ms
Total Talk Time (CUSTOMER): 63520 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1f84d300-7513-4864-bcc0-d3b3c0ce22ef_20250103T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes ma'am, how are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][POSITIVE] I'm doing very well. Y'all must be really busy because thank you. I usually call and speak directly with Miss [PII] and she must be busy this morning or this afternoon.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, probably. Yeah, I'm not, I'm not even sure if she's in, but yeah.
[CUSTOMER][NEUTRAL] So all right.
[CUSTOMER][NEUTRAL] It, yes ma'am. So my name is [PII] and I'm the benefits administrator for Spiller Construction Coaster running mix and Spiller Oil field, and I am about to send out a lot of, uh, checks to cover some some bills. Um, I was just looking through all my bills to see if perhaps I could get some more check numbers for you because I'm showing that I have some that are paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] But you know what? I'm gonna look through these. I should look through these before I called you. I'm gonna, I'm gonna get these organized first and then I'm gonna call you back if that's alright with you. I apologize for that.
[AGENT][NEUTRAL] Oh, it's OK, Miss. Uh, is there anything else I can help you with today or is there anything I can help you right now with?
[CUSTOMER][NEUTRAL] So or just help get myself, get myself organized before I call waste somebody else's time. How about that?
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright well you have a good day and I'll try to call back here shortly, OK?
[AGENT][POSITIVE] Well, you, you as well. All right, Ms. [PII], have a good afternoon.
[CUSTOMER][POSITIVE] You too baby thank you bye bye.
[AGENT][NEUTRAL] Mm bye-bye.