AccountId: 011433970860
ContactId: 4d24cf1c-4d79-406b-a2dc-ff8aa54eb418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 544260 ms
Total Talk Time (AGENT): 42800 ms
Total Talk Time (CUSTOMER): 52483 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/4d24cf1c-4d79-406b-a2dc-ff8aa54eb418_20250513T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I was gonna see if I could get in touch with, um, whoever's in charge of y'all postage meter at y'all's [PII] location.
[AGENT][NEUTRAL] Who's in charge of what? I'm sorry.
[CUSTOMER][NEUTRAL] Um, the postage meter for like all the outgoing mail.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let me see who is that for and you are?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, I'm [PII] from MCC Solutions. Um, we think we could save you a lot of money on y'all postage mirror and wanted to just see if I could come in and stop by and assess everything for y'all and see if we could save y'all some.
[CUSTOMER][NEUTRAL] So it would also be.
[AGENT][NEUTRAL] And I apologize your name is one more time? You said [PII]?
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] Uh, let me see, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on, Miss [PII], I gotta pee.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Um, Ms. [PII], thank you so much for holding. Give me one moment I'm transfer you to a representative, OK?
[CUSTOMER][NEUTRAL] Mhm, OK, thank you. You are on hold.
[AGENT][POSITIVE] Thank you so much. Yes, ma'am.
[AGENT][NEUTRAL] Oh, I kind of peach.
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][NEUTRAL] Hey, Ms. [PII], it's [PII], um.
[AGENT][NEUTRAL] You said the home office are the ones that handle postage?
[AGENT][NEUTRAL] Oops, hello?
[AGENT][NEUTRAL] Does she hang up on me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Ms. [PII]?
[AGENT][NEUTRAL] I'm gonna just