AccountId: 011433970860
ContactId: 6ac02614-a5ce-4498-9121-70e778167c86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116269 ms
Total Talk Time (AGENT): 44249 ms
Total Talk Time (CUSTOMER): 47241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/6ac02614-a5ce-4498-9121-70e778167c86_20250410T19:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I got disconnected while I was speaking to someone. Um, if I give you the group number, could you help me?
[CUSTOMER][NEUTRAL] With my password and username, I need to print out my card.
[AGENT][NEUTRAL] OK, are you calling on behalf of the group as a whole or for your individual information?
[CUSTOMER][NEUTRAL] My individual information.
[AGENT][NEUTRAL] OK, so you're needing help with the online?
[CUSTOMER][NEUTRAL] But I have
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] What I have is the, what I have is the group number in front of me.
[CUSTOMER][NEUTRAL] Does that help you pull up
[CUSTOMER][NEUTRAL] All the names and then I tell you.
[AGENT][NEUTRAL] Uh, first off, yes ma'am, I can look your information up. Are you the employee? Is that correct?
[CUSTOMER][NEUTRAL] I'm an employee, yes.
[AGENT][NEUTRAL] OK, so first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Want me to spell?
[AGENT][NEUTRAL] OK, [PII], please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] It might be under [PII].
[AGENT][NEUTRAL] I'm sorry, it might be under what?
[CUSTOMER][NEUTRAL] [PII] instead of just [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, alright, and [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the group number?
[CUSTOMER][NEUTRAL] 26748
[AGENT][NEUTRAL] OK, thank you. Give me a moment to get the group's information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.