AccountId: 011433970860
ContactId: 341d7c94-e97e-4bb5-8b11-2cf87855edfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144300 ms
Total Talk Time (AGENT): 47144 ms
Total Talk Time (CUSTOMER): 35761 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/341d7c94-e97e-4bb5-8b11-2cf87855edfc_20250414T19:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi, good afternoon, [PII].
[AGENT][NEUTRAL] Hey [PII]. Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII], could you do me a little favor and send me a copy of the renewal for a group called Sunshine Spice?
[AGENT][NEUTRAL] Sunshine Spice.
[CUSTOMER][NEUTRAL] Sunshine Spice, yeah, I need to send it over to the owner.
[AGENT][NEUTRAL] Let me pull them up.
[AGENT][NEUTRAL] OK, let me pull it up real quick.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] 232-50.
[AGENT][NEUTRAL] Renewal 51. Let me just make sure it's out here in the folder it should be.
[AGENT][POSITIVE] Oh, there we are finally. Goodness sorry computer has been a little slower today than I expected. OK, let's see. Yes, so you want me to email this over to you. I will get that over to you now. Was there anything else you needed?
[CUSTOMER][NEUTRAL] Can you copy the group you show their, uh, [PII] [PII] email address as well?
[AGENT][NEUTRAL] Uh, let's see, [PII]. Yes, I do have that. Do you want me add her on it?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, I'll do that. Sure.
[CUSTOMER][NEUTRAL] Yeah, if you could send copy her on it, you could, you could send to her and copy me and just say, you know, please see attachment to it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. I will do that now. All right, is there anything else?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Thank you very much. No, that'll do it. Thank you. Appreciate it. You too. Bye-bye. Take care. Bye bye.
[AGENT][POSITIVE] All right, [PII], have a great day. OK, talk to you later. Mm, bye.