AccountId: 011433970860
ContactId: 3970fcf6-c45a-4dbe-a723-ddd019c092f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87230 ms
Total Talk Time (AGENT): 39641 ms
Total Talk Time (CUSTOMER): 59941 ms
Interruptions: 3
Overall Sentiment: AGENT=2.5, CUSTOMER=4.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3970fcf6-c45a-4dbe-a723-ddd019c092f7_20250203T16:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Hey, [PII], it's [PII], heck of a nice guy. How are you today?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] Good. Uh, it's been a day, it's been nonstop, [PII], as call after call and, you know, fire after fire. I just wanted to make sure you were there because I got, I, I, I don't know if you know, but I sent you 3 new applications you need if you can today to generate the cards for this new group that we got. I finally got the last enrollment data file, so I just wanted to make sure that you were there today just to make sure that you know the CFO of the company's happy, that's all.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I got your email and I'm working on it now. Um, I apologize for the delay, but like you said, it's been one hour after another today.
[CUSTOMER][POSITIVE] All right, thanks, [PII].
[CUSTOMER][POSITIVE] No, no, no, no, no, there's no delay. I just wanna make sure, I just wanna make sure you're, you're there so otherwise I, I would give it to, uh, [PII]. So I just wanted to make sure you're there. OK, [PII], I appreciate it.
[AGENT][POSITIVE] Oh no, you're, uh, yes, sir. I'm here. Um, you should be getting confirmation on everything in about 15 or 20 minutes. I just finished keying one and as soon as I finish keying the rest of them, I'll be sending cards as well.
[CUSTOMER][POSITIVE] All right, all right, I appreciate it. Yeah, sorry about that. Just trying to, at least they're adding people on instead of taking people off, so I'm blessed. All right. All right, thanks, [PII]. Yeah, all right.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Yes, that's a good thing. No problem, Mr. [PII]. Let me know if you need anything else, and I hope you have a good day.
[CUSTOMER][POSITIVE] Alright thank you alright bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.