AccountId: 011433970860
ContactId: 675a5104-83c3-4cfc-8e8c-6795a67f2692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104400 ms
Total Talk Time (AGENT): 32217 ms
Total Talk Time (CUSTOMER): 37014 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/675a5104-83c3-4cfc-8e8c-6795a67f2692_20250423T16:18_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] APL, this is [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey, hi, it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] Can you hear me OK?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, yeah, it seems like there's some type of miscommunication anyway, I'm an agent there and I'm just checking on a welcome letter to see if it's been sent out yet and I'll give you the PRD when you're ready.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] 27,040 and the name of the client is called [PII].
[AGENT][NEUTRAL] I do
[CUSTOMER][NEUTRAL] KCE Logistics.
[AGENT][NEUTRAL] Say the number one more time. I'm sorry.
[CUSTOMER][NEUTRAL] 27,040.
[AGENT][NEUTRAL] 7040
[CUSTOMER][NEUTRAL] Yeah, 27,040.
[CUSTOMER][NEUTRAL] KC logistics.
[AGENT][NEUTRAL] Let's pull up my.
[AGENT][NEUTRAL] here and this looks like it.
[AGENT][NEUTRAL] April.
[AGENT][POSITIVE] Yeah, I mean, I guess I feel pretty.
[AGENT][NEUTRAL] I don't see where they have made a call yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can have them make one a day.
[CUSTOMER][POSITIVE] All right, um, no problem.
[CUSTOMER][NEUTRAL] OK. All right, I'll just tell the, I'll just tell the broker.
[AGENT][NEUTRAL] It looks like it should be done today though looking at the date.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] OK.