AccountId: 011433970860
ContactId: 2ce3a1de-7339-470e-b64d-69625fb542ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74040 ms
Total Talk Time (AGENT): 30863 ms
Total Talk Time (CUSTOMER): 32173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/2ce3a1de-7339-470e-b64d-69625fb542ff_20250122T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII], and I'm with the Better Business Bureau. Um, is there like an office manager or an owner or somebody available today?
[AGENT][NEUTRAL] Uh, I can, uh, send a text message or an email to somebody and have them return your call. [PII], what is your phone number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[CUSTOMER][NEUTRAL] [PII] and then my extension is [PII].
[AGENT][NEUTRAL] OK. And may I, uh
[CUSTOMER][NEUTRAL] And this is just in reference I'm sorry.
[AGENT][NEUTRAL] Go ahead. I was gonna ask you, ask you what that was in reference to.
[CUSTOMER][NEUTRAL] Yeah, it was just in reference to the business information that we have and possible accreditation.
[AGENT][NEUTRAL] OK, I will make sure I get uh email to the correct person, Ms. [PII], and have them call you back.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're very welcome. You have a good day and thanks for calling APO.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][POSITIVE] Thank you, ma'am.