AccountId: 011433970860
ContactId: 6fe6b6fd-3f38-4fae-98d8-a4321c4b603d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83599 ms
Total Talk Time (AGENT): 24098 ms
Total Talk Time (CUSTOMER): 60690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/6fe6b6fd-3f38-4fae-98d8-a4321c4b603d_20250324T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, I just, this is not the number that I was expecting it to be because I was trying to call somebody, but this is the right number, but this is not her.
[AGENT][NEUTRAL] Who are you?
[CUSTOMER][NEUTRAL] I'm sorry cause this, huh?
[AGENT][NEUTRAL] Who are you trying to get a hold of?
[CUSTOMER][NEUTRAL] Miss [PII], I can't think of Miss [PII]'s last name, but anyway, I have it. I even have it in my contact.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Uh, I don't even know Ms. [PII]'s last name. She stays across the street from me. She's my neighbor. So, and this is my contact number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] This is my contact number.
[AGENT][NEUTRAL] What, what was your
[CUSTOMER][NEUTRAL] I'm gonna try again because I got a text message from her and
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] What was your first name? because I can pass you along to her phone number because you're gonna keep getting a different person.
[CUSTOMER][NEUTRAL] OK, uh, this, I mean, I don't know if this is her number, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I mean this have I call her all the time. I'm gonna walk across and see what's going on with it. Thank you though, because when it's a bit I was like a business is [PII] don't have a business. She lives next to me, but thank you for being patient and listening to me because I have a message for I'm, I'm gonna call her and I'm gonna go across and talk to her. Thank you so much though for your help. Bye-bye.
[AGENT][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, have a great day. Bye bye.