AccountId: 011433970860
ContactId: 7159da9d-1f51-41ea-9986-6294c1ae841c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55369 ms
Total Talk Time (AGENT): 33934 ms
Total Talk Time (CUSTOMER): 30599 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7159da9d-1f51-41ea-9986-6294c1ae841c_20250611T17:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII].
[CUSTOMER][NEUTRAL] Hi there, um, I was actually trying to reach [PII] in IT. I'm not sure how I got back here. Is there any that that I need to dial a different number?
[AGENT][POSITIVE] It's more accurate as well.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] like
[AGENT][NEUTRAL] Um, no, uh, did she give you a direct number or how have you been corresponding with her?
[CUSTOMER][NEUTRAL] No, I don't have the direct. I actually, um, um.
[AGENT][NEUTRAL] Hello, how are you?
[CUSTOMER][NEUTRAL] Had her email but I didn't have the direct number. I was using the uh [PII] number.
[AGENT][NEUTRAL] OK, um, and so was she because normally they don't take phone calls, so have you been speaking with her?
[CUSTOMER][NEUTRAL] Yeah, we actually, we're a local, uh, specialized recruiting firm, so just checking in with [PII] about their IT hiring, what their needs are.
[AGENT][NEUTRAL] So literally like
[AGENT][NEUTRAL] I like I would.
[AGENT][POSITIVE] Oh yeah, we're we're OK thank you.
[CUSTOMER][POSITIVE] Yeah, thank you.