AccountId: 011433970860
ContactId: 28bc55ed-a31a-4eb3-a0fd-ccd839dda37b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86739 ms
Total Talk Time (AGENT): 43218 ms
Total Talk Time (CUSTOMER): 28518 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/28bc55ed-a31a-4eb3-a0fd-ccd839dda37b_20250310T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], uh, my name is [PII] and I work at Sunrise Buick. Our group number is 15906.
[AGENT][POSITIVE] OK, Ms. [PII], thank you so much. Let me pull up your group real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to see if we still owe you for some money because our dealership has closed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright Miss [PII] I'm looking at the group right now and I don't see that you are the contact person on the group.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, we'll have to have the group contact call in, um, because I can't give information unless it is the group contact, and I understand that you're calling because you wanna see if something's owed but we still have to speak to group contact in order to get that information out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll have her, I'll call her now and have her call you.
[AGENT][NEUTRAL] If they're there.
[AGENT][NEUTRAL] I was gonna say if they're there I can hold while you get them on the phone.
[CUSTOMER][NEUTRAL] She's, she's already at a, she's.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] How do you