AccountId: 011433970860
ContactId: 6d4d3029-854a-4f32-b539-4ffa1daf6165
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151880 ms
Total Talk Time (AGENT): 24275 ms
Total Talk Time (CUSTOMER): 39462 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/2025/05/13/6d4d3029-854a-4f32-b539-4ffa1daf6165_20250513T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] get
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? Is there any way I could speak to [PII]?
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] I think she's a supervisor.
[AGENT][NEUTRAL] OK. Uh, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yeah, what's
[CUSTOMER][NEUTRAL] Yeah, it's we will be. She just tried calling me.
[AGENT][NEUTRAL] Uh, [PII], I'm sorry, what was your last name?
[CUSTOMER][NEUTRAL] Uh [PII] [PII]
[AGENT][NEUTRAL] OK, uh, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEGATIVE] Hope I didn't lose her.
[AGENT][NEUTRAL] OK, well, I'm gonna get you transferred over to her. Give me one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks for calling APA. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. I've got [PII] on the line. I didn't verify anything because he said you just called him. Sorry about that.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, that's OK, that's fine. Yeah, I had just left him a message to call me back. Thank you.
[AGENT][NEUTRAL] OK, I'm gonna gonna release them to you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Just be right back though. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Hey, I'm sorry I missed your call, ma'am. I stepped outside.