AccountId: 011433970860
ContactId: 465503b1-a687-4cdd-a3a0-9f005006fedc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92019 ms
Total Talk Time (AGENT): 45081 ms
Total Talk Time (CUSTOMER): 33799 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/465503b1-a687-4cdd-a3a0-9f005006fedc_20250130T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I sent in an AOR letter back on the [PII], and I have not heard anything back yet, and we are past that 10 day waiting period, and I was just calling to see if I could get an update as to where things are.
[AGENT][NEUTRAL] OK, yeah, sure. Just give me, I'll pull this up real quick. Um, when did you say you said you sent it on the [PII]?
[CUSTOMER][NEUTRAL] Yes, and it was sent to a [PII] as she was who I was working with previously on this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what email address is that coming from?
[CUSTOMER][NEUTRAL] It is coming from [PII] and I can spell it out too if you need to.
[AGENT][NEUTRAL] Let me see it. I have it. I found it. I found it.
[AGENT][NEUTRAL] Alright, it looks like it is, let's see.
[AGENT][NEUTRAL] OK, yes, we do have it. It looks like um it's in processing, it hasn't been completed. Let me, the lady I need to talk to that's actually handling this now is currently in a meeting. What's the callback number for you and I will get with her and see if I can get you an answer ASAP.
[CUSTOMER][POSITIVE] Wonderful. My callback number would be [PII].
[AGENT][NEUTRAL] [PII]. And you are [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK. Let me check on this for you and I'll get right back to you, OK?
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye.