AccountId: 011433970860
ContactId: 584f03a0-732a-49ff-a5fc-f947ce98c01e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257100 ms
Total Talk Time (AGENT): 60946 ms
Total Talk Time (CUSTOMER): 80408 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/584f03a0-732a-49ff-a5fc-f947ce98c01e_20250219T17:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm looking for [PII].
[AGENT][NEUTRAL] Uh, for [PII], uh, what's this in regards to?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, this is, she called us about, um, you know, I work for Saint Andrews, and, uh, it has an, you know, issue with our account and, uh, you know, I have been in communication with her. She called us and emailed us and I sent her an email with all the explanation so I need to follow up with her. I haven't received anything back from her.
[AGENT][NEUTRAL] OK. And what was the person's name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Saint Andrews Club.
[AGENT][NEUTRAL] Saint Andrew's Club.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And do you have a callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I can give it to you. It's uh [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Give me one moment, let me see if I can get her.
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][POSITIVE] Uh, sure, I can give that to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK, 16381.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 123.
[AGENT][NEUTRAL] Saint Andrew's Club.
[AGENT][NEUTRAL] OK, give me one moment, um.
[CUSTOMER][NEUTRAL] How were you able to locate her?
[AGENT][NEUTRAL] Uh, yes, ma'am. I'm gonna transfer you to her right now. Give me one moment, please.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] and the care team. Are you ready for Ms. [PII]?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, you rock. Um, do you need a callback number? I'll give that to you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, my headset was about to go dead. I need to plug it in uh let's see.
[CUSTOMER][NEUTRAL] Ah, come on.
[CUSTOMER][NEUTRAL] Alright, what's that number?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK. And you said it was [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] Awesome. Thank you so much. Have a great one.
[CUSTOMER][POSITIVE] Nice to meet you.
[AGENT][NEUTRAL] Bye.