AccountId: 011433970860
ContactId: 6f557226-1067-49dd-9634-b8210e141b3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276510 ms
Total Talk Time (AGENT): 40197 ms
Total Talk Time (CUSTOMER): 28828 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6f557226-1067-49dd-9634-b8210e141b3e_20250611T15:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to get in touch with [PII].
[AGENT][POSITIVE] Yes, uh-huh. I can go ahead and try to get her on the line. May I have your name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, do you have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, I just called you on it, so, uh, I think I do, and I'm being a smart [PII], but yes, I do.
[AGENT][NEUTRAL] OK, is it the same one in the system?
[CUSTOMER][NEUTRAL] Oh, you mean [PII]'s number?
[AGENT][NEUTRAL] No, no, some sometimes we get a number.
[CUSTOMER][NEUTRAL] Oh no, I'm driving and I'm doing 85 on the interstate so.
[AGENT][NEUTRAL] OK. Yeah, because sometimes we have one, but it doesn't.
[CUSTOMER][NEUTRAL] If you transfer me and I'm disconnected I'll just call back.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Yeah, she didn't give me one. She just said to call the [PII].
[AGENT][NEUTRAL] OK. All right. And let's see, let me see if I can get her, um she's available. One moment.
[AGENT][NEUTRAL] OK, I'm waiting for her answer. It looks like she's.
[AGENT][NEUTRAL] In another line, OK, one moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold and try to call her, OK? One moment.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.