AccountId: 011433970860
ContactId: 3974e231-86d1-42d4-81ac-c128671d1de6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140899 ms
Total Talk Time (AGENT): 64644 ms
Total Talk Time (CUSTOMER): 54519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/3974e231-86d1-42d4-81ac-c128671d1de6_20250226T18:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mr [PII] auto?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh, hi, how are you doing?
[CUSTOMER][NEUTRAL] I was trying to be Spanish and I just didn't do it. OK, I, I just, I was wondering if I call the Spanish you would someone answer? And they did.
[AGENT][NEUTRAL] I mean, of course, we should, right?
[CUSTOMER][NEUTRAL] Yeah, do you know how many calls you're um handling Spanish a day? What, what would you get to make?
[AGENT][NEUTRAL] What is the estimate of calls that I handled today?
[CUSTOMER][NEUTRAL] Um, yeah, how many Spanish calls would you say you're handling each day?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, each day.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I don't know, honestly, cause sometimes we have many calls and sometimes we have a few.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I would say in a week.
[AGENT][NEUTRAL] Man, it's, it's, the thing is, it's, it's difficult to say, you know, like I said, sometimes we have maybe I could have 5 calls in a row, you know, like, like one, not one after the other one, but
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Yeah, you're, we're averaging about 200 calls a day, so you're getting a few.
[AGENT][NEUTRAL] Yeah, basically
[CUSTOMER][NEUTRAL] I'm sorry, 200 a month, 200 a month divide that out, yeah, by you and soul.
[AGENT][NEUTRAL] Yeah, I would say probably a day, maybe.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] 15.
[AGENT][NEUTRAL] In a, you know, in an easy day, I will say 1520, 15, let's let's leave it at 15, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Like I say, you know, sometimes we get more, sometimes we get less, you know, it's, it's, it's, it's so difficult to predict, you know.
[CUSTOMER][POSITIVE] All right. Well, thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, well, I appreciate your time [PII], thank you so much.
[AGENT][POSITIVE] No problem, anytime.
[CUSTOMER][POSITIVE] That that's what I needed. OK, thank you.
[AGENT][POSITIVE] Take care, bye.