AccountId: 011433970860
ContactId: 3802265e-3ecc-4cd0-a65f-89dc375f8d02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296839 ms
Total Talk Time (AGENT): 26684 ms
Total Talk Time (CUSTOMER): 32138 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/3802265e-3ecc-4cd0-a65f-89dc375f8d02_20250328T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to return a phone call. I just spoke with [PII]
[AGENT][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And she left me a message after we hung up and told me to call back. I'm trying to figure out how I get in touch with her.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me transfer you over to her. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 769.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Good God.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] I'm sorry, I was waiting for her to get on the line. Hold on one moment, OK? So sorry about that.
[CUSTOMER][POSITIVE] OK, thank that's OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] [PII], I've got [PII] on the line. I'm gonna put her over to you.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Hi.