AccountId: 011433970860
ContactId: 46619154-742e-45b0-a859-6e08b396ee2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205179 ms
Total Talk Time (AGENT): 87996 ms
Total Talk Time (CUSTOMER): 142795 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/46619154-742e-45b0-a859-6e08b396ee2b_20250314T17:35_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Good. Hey, [PII], can I speak, uh, if, if it's possible to [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Who's [PII], hang on, let me see who [PII] is.
[CUSTOMER][NEUTRAL] I know everybody's brand new over there.
[AGENT][NEUTRAL] That's OK. I'll see if we have a Kennedy hang on.
[CUSTOMER][NEUTRAL] It's um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I thought it was [PII], her last name, isn't it? Yeah, [PII].
[AGENT][NEUTRAL] I think that's fine.
[AGENT][NEUTRAL] I have, I have [PII]. OK, [PII] so what department is she in? Yeah, let me see if I can get her. Hang on just a second. I don't know.
[CUSTOMER][POSITIVE] Yeah, customer service, OK.
[AGENT][NEUTRAL] She's on customer service. OK, looks like she is away according to her thing, but like, hang on, let me double check. Give me just a second.
[CUSTOMER][POSITIVE] OK. All right, thanks.
[AGENT][NEUTRAL] Goodness, high winds here today. My lights are flickering.
[CUSTOMER][NEUTRAL] You know, I'm telling my kid who is a software developer for Amazon to come up with something that I can see on my computer when somebody's in and out of office at APL. So, so I know not to cop, right? Yeah, wouldn't that be cool?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] There you go.
[AGENT][NEUTRAL] That would you call it funny. um, yeah, she may be at lunch. She's away from her desk right now. Do you want me to ask her to call you or?
[CUSTOMER][NEUTRAL] Well, I don't know if you, no, I don't know if you can help me, and I might have to put you on speakerphone because I'm kind of working out of my, um, how to go see mom. So look, [PII] just [PII] just sent me an email with 4 people. I'm gonna, I'm gonna put you on speakerphone. Hold on.
[AGENT][NEUTRAL] Mhm. OK. Sure.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] You're fine, go ahead.
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][NEGATIVE] She just sent me an email on this group like if they didn't have any bad luck they'd have no luck at all um.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah, it's OK. They're all the group. It's group number 26979.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's called Cafe Delights. And I sent her 5 people I finally got from the broker that we been missing for like 2 weeks from [PII] effective date, and the account finally found the employee navigator data file, and I sent a I sent the Excel spreadsheet, the APL file yesterday to her. There's, I know there's 5 people. I'm not losing my mind, but I only see 4 people process, not 5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what are, can you, can you give me one of the names?
[CUSTOMER][NEUTRAL] Yeah, like [PII] is, she's processed.
[AGENT][NEUTRAL] I got [PII]. Let's see. Guitarist.
[AGENT][NEUTRAL] Um, I don't see her on here if you sent it yesterday, did she did, so did [PII] say?
[CUSTOMER][NEUTRAL] No, no, she sent it just, yeah, she just sent it like a minute ago. It's just funny that she's got 4 people enrolled out of the 5 I sent over. She's missing one. I emailed her back just to say, hey, you're missing one, but I just wanted to call her.
[AGENT][NEUTRAL] Did she say?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I don't see that. I see [PII] and [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, and there's [PII], yeah, OK, yeah, it's not on your system yet. All right, no big deal. I'll just handle it, um, I'll handle when I get back home tonight and I have all that information. OK, all right, don't worry about it, and thanks for your help on that other, yeah, yeah, yeah, I don't want you to do one more thing. It's just double work and I hate giving people double work. I'm, you know, it's all good. OK.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You sure? OK, OK.
[AGENT][POSITIVE] Oh, no worries. I understand. OK, well, you have a great day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too, enjoy your weekend if you can think that far. Bye bye.
[AGENT][POSITIVE] You too. Yeah. Thank you. Bye bye.