AccountId: 011433970860
ContactId: 3249dd86-c359-405f-ae30-f78460b93548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53040 ms
Total Talk Time (AGENT): 24977 ms
Total Talk Time (CUSTOMER): 36049 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/3249dd86-c359-405f-ae30-f78460b93548_20250325T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's uh [PII], heck of a nice guy. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Yeah, yeah, better than most. Hey [PII], um, there used to be the other [PII] Craving [PII] and billing. Do you, do you know who I need to? I can never get a hold of her. They must got her running with her head chopped off, but do you know I have a invoice discrepancy for the first time ever, and I usually gave it to her, but who, where do I send it to?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you want, I can pass you along to billing, um, and, or you can do it to, um, if you ever wanted to, you could just send it to the APL Florida sales, um, and then we could pass along to billing too if you, yep.
[CUSTOMER][POSITIVE] OK, that would be great.
[CUSTOMER][NEUTRAL] OK, and they would dispatch it. OK, alright, I'll just send it to APL Florida sales then OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, OK, perfect, thank you, bye bye.
[CUSTOMER][POSITIVE] Alright thanks alright bye.