AccountId: 011433970860
ContactId: 64ef5323-f66b-4492-81c1-4de8fd8c710f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193770 ms
Total Talk Time (AGENT): 34886 ms
Total Talk Time (CUSTOMER): 25639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/64ef5323-f66b-4492-81c1-4de8fd8c710f_20250304T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, can I please have [PII], please?
[AGENT][NEUTRAL] Um, I can see if she is available. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII] from NES.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and you did say uh [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just a moment. I'm gonna put you on a brief hold, [PII] and see if she's available. I'll get right back with you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] For calling APL. This is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing all right thank you um I'm sorry I don't have much information as to what the call is regarding she just asked to speak with you right away.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sure, no problem, go ahead and transfer her.
[AGENT][POSITIVE] OK. All right, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.