AccountId: 011433970860
ContactId: 33cab8b4-20cc-4365-9c78-da17dedf00c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187059 ms
Total Talk Time (AGENT): 75439 ms
Total Talk Time (CUSTOMER): 50507 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/33cab8b4-20cc-4365-9c78-da17dedf00c9_20250328T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you today?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII] I was trying to get [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Did I dial the wrong extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No. Let me see, is she working today?
[CUSTOMER][NEUTRAL] Well, I just spoke with her. I'll just try back Monday. I'll try back Monday.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, she's, um, did you?
[AGENT][NEUTRAL] Did you need me to tell her to call you cause she's, I see she's here.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] But mine is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] she she gave me [PII] as the extension, is that wrong or right?
[AGENT][NEUTRAL] That's right, [PII].
[CUSTOMER][POSITIVE] OK, alright, I'll try him back Monday thank you.
[AGENT][NEUTRAL] OK, you sure?
[CUSTOMER][NEUTRAL] Uh huh I'm sure.
[AGENT][NEUTRAL] I can try to, I can um tell her to call you if I know who I'm speaking with.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But y'all close at 5, right?
[AGENT][NEUTRAL] She, we close. It is what is here, we close at, let me get it right because I'm Eastern. So we close at 6.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So it's 4:49, so we're still open. So do you need me to tell her to call you or you want me to transfer you?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm on the same
[CUSTOMER][NEUTRAL] Yes, you can just transfer me and I'll leave a voicemail.
[AGENT][NEUTRAL] Oh, OK. OK. What is your name, please? Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. Hold on for one moment, please.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Lord [PII], the lady that left the line.
[CUSTOMER][NEUTRAL] Oh, who was it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, Ms. [PII].
[AGENT][NEGATIVE] I don't know, she said [PII], so, and she said she tried to call you direct but she ended up coming through on Amazon. So I was trying to transfer but the call hung up.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I'll call her.
[AGENT][NEUTRAL] So do you know [PII]? OK, yeah, call her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, you're welcome, bye.
[CUSTOMER][NEUTRAL] Mm