AccountId: 011433970860
ContactId: 3113ef30-e413-4ac1-b5ce-307543a2c352
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166179 ms
Total Talk Time (AGENT): 40361 ms
Total Talk Time (CUSTOMER): 60878 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/3113ef30-e413-4ac1-b5ce-307543a2c352_20250307T19:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hey this is [PII]. Um, I called you guys this, uh, I called you guys this morning trying to rectify an issue related to an employee on Cobra for Genius SIS, uh, but never heard back anything on it. Um, so would you be able to pull the file and see who was working on it trying to remember who was working on it with.
[AGENT][NEUTRAL] Hey please.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] OK, I'm sorry. I can, I don't know if you're driving, but I can barely hear you.
[CUSTOMER][NEUTRAL] I think it was I think it was.
[CUSTOMER][NEUTRAL] I think it was [PII], can you switch me over to [PII]?
[AGENT][NEUTRAL] Please give me 1 2nd, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me 1 2nd. I have to find her.
[AGENT][NEUTRAL] Where
[AGENT][NEUTRAL] You would think this would be way easier, but uh, OK, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I have [PII] on here.
[CUSTOMER][NEUTRAL] OK, I haven't earned it back yet. send him on over.
[AGENT][POSITIVE] You sound excited.
[CUSTOMER][NEUTRAL] Uh, do you have him on the AWS line or did he call you through team?
[AGENT][NEUTRAL] He's on the, the, the phone line. So do I press join or swap?
[CUSTOMER][NEUTRAL] OK, it's like not.
[CUSTOMER][NEUTRAL] You go what I do because when I try to do swap it doesn't work. What's the one that says there's one that says join and you click on that and then you will punch in my phone number. Let me give you my number.
[AGENT][POSITIVE] OK, I'm about to press join. Ready say good.
[CUSTOMER][NEUTRAL] Ready?
[AGENT][NEUTRAL] Hey [PII], are you on?
[CUSTOMER][NEUTRAL] 40
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hey, OK, I got [PII] on the line.
[CUSTOMER][NEUTRAL] There he is, OK.
[CUSTOMER][POSITIVE] Hey [PII], uh thank you I just wanted to see if we.