AccountId: 011433970860
ContactId: 626dd624-39b7-4a0f-b993-0eab188a042a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187070 ms
Total Talk Time (AGENT): 60407 ms
Total Talk Time (CUSTOMER): 87710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/626dd624-39b7-4a0f-b993-0eab188a042a_20250228T20:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi there [PII], this is [PII]. I'm looking to get in touch with [PII] IT. Could you transfer me on over to him?
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. CAPPS. I hope I have the right name.
[AGENT][NEUTRAL] I think I've seen the same before. And you're, uh, you are again?
[CUSTOMER][POSITIVE] Uh, my name is [PII]. I'm with [PII]. We're hosting a happy hour before the Mississippi IT symposium in April. Uh, I just wanted to extend an invite to him. It'll be at Top Golf. There'll be drinks, networking, fun stuff.
[AGENT][POSITIVE] Sounds fun. I'm sorry, your name one more time. I'm sorry.
[CUSTOMER][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] [PII], like the car. I know it's an unusual name, yeah, yeah, like, like the Toyota, you know.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] See, let me see if she's available give me one moment.
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you said that you're from [PII]?
[CUSTOMER][NEUTRAL] [PII] I, I know it sounds like [PII]. I'm just throwing weird names at you today. My name, my company's name. It's OK. All you gotta.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII], isn't that a cheese?
[CUSTOMER][NEUTRAL] I know, I, all you gotta know is Top Golf, OK?
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you, I appreciate it, [PII]. Thank you for your time.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] When you have finished, please hang up or press.
[AGENT][NEUTRAL] Ma'am, I'm so sorry, Ms. [PII]. It looks like that she is on another call. Um, I can transfer you to her voicemail if that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I could wait on hold or transfer her voicemail. Either one works um I'm kind of free all afternoon so I could wait on hold until she's available.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I can't keep you on hold for a long time, but I can definitely.
[CUSTOMER][POSITIVE] Oh yeah, no problem at all.
[AGENT][NEUTRAL] And a good callback number, is it [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'll leave her a voicemail.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, ma'am, that is exactly right.
[AGENT][POSITIVE] OK, good deal. Well, you have a great weekend. Hold on one moment, please.
[CUSTOMER][POSITIVE] Yeah you too thank you so much I hope you do something fun this weekend.
[AGENT][NEUTRAL] Uh, read a nap. Woohoo.
[CUSTOMER][POSITIVE] OK, that's fun though.
[AGENT][NEUTRAL] That is fine.
[CUSTOMER][POSITIVE] I know, get yourself a little treat too, yeah.
[AGENT][POSITIVE] Absolutely. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.