AccountId: 011433970860
ContactId: 31407938-35dc-455a-a2d5-d6f68d7ae3c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125660 ms
Total Talk Time (AGENT): 32612 ms
Total Talk Time (CUSTOMER): 26960 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/31407938-35dc-455a-a2d5-d6f68d7ae3c0_20250116T20:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yeah, I was trying to get Tory. I had spoke with her earlier.
[AGENT][NEUTRAL] OK, I can try to get her on the line. Um, may I have your name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected while I try to connect this Tory.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] Mm, OK, it looks like she's at lunch right now. Would you like me to um put you to her voicemail?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, that's fine.
[AGENT][NEUTRAL] OK, all right, let me go ahead and get her voicemail.
[AGENT][NEUTRAL] And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, you have a good day, Miss. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] When you have finished, please hang up or press the pound key for more options.