AccountId: 011433970860
ContactId: 44c852f3-594b-41cb-b55b-a908fdba0c74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 71891 ms
Total Talk Time (CUSTOMER): 30219 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/44c852f3-594b-41cb-b55b-a908fdba0c74_20250401T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], could I speak with [PII], please?
[AGENT][NEUTRAL] With [PII], can I tell her who's calling?
[CUSTOMER][POSITIVE] They keep it.
[AGENT][NEUTRAL] [PII], give me just one moment and let me see if Miss [PII] is even here.
[CUSTOMER][NEUTRAL] I dialed her extension number. I don't know how I got you.
[AGENT][NEUTRAL] Oh goodness. Well, if she's not at her desk, it rolls to someone else. OK, let's see, she is not at her desk, has not been there all day.
[CUSTOMER][NEUTRAL] Ah, that's what happened.
[AGENT][NEUTRAL] Um, would you like me to put you through to her voicemail?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yeah, do that, please.
[AGENT][NEUTRAL] Because if you call back, it may just roll to someone else.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh my goodness. So let me get her number here. OK. And you called uh [PII]?
[CUSTOMER][NEUTRAL] Uh, let's see, I called [PII].
[AGENT][NEUTRAL] You call the [PII] number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. Give me just a moment and I am going to place you through to Ms. [PII]'s voicemail. Give me one moment.
[CUSTOMER][POSITIVE] Thank you much.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Well, if I can make my fingers work correctly, we, we'll get it done.
[CUSTOMER][NEUTRAL] I know the feeling.
[AGENT][POSITIVE] OK, Mr. [PII], I'm gonna place shelter to [PII]'s phone line now. I hope you have a wonderful day, sir.
[CUSTOMER][NEUTRAL] OK, it's just [PII].
[AGENT][NEUTRAL] Uh, sir,
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.