AccountId: 011433970860
ContactId: 66d7ed42-4659-4b6c-913a-c4812cd271af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89779 ms
Total Talk Time (AGENT): 30567 ms
Total Talk Time (CUSTOMER): 26780 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/66d7ed42-4659-4b6c-913a-c4812cd271af_20250523T21:24_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][POSITIVE] Hi, I'm trying to reach [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] In sales, I'm sorry.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Let me one second. Let me see what her direct number is.
[CUSTOMER][NEUTRAL] Mm, I think I see it.
[AGENT][NEUTRAL] May I ask who's calling?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I was, um, I was asking her what her number was so I can transfer you to her. I got the number. Uh, give me one second. May I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII]. I'm in the claims department.
[AGENT][NEUTRAL] OK. Give me 1 2nd.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is, she said she was talking to you earlier. She's from the claims department, yeah.
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yeah, but [PII], yeah, I just sent her my number. So yeah, is she on the phone just send her, she's trying to transfer somebody to me. She called me, so I thought she had my number.
[AGENT][NEUTRAL] Yeah, I'm about to put you on with her.
[CUSTOMER][NEUTRAL] So anyway,
[CUSTOMER][POSITIVE] OK thanks.