AccountId: 011433970860
ContactId: 72a45e5b-0bcc-4887-8b07-4285c5ed6aa5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67099 ms
Total Talk Time (AGENT): 16572 ms
Total Talk Time (CUSTOMER): 48230 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/72a45e5b-0bcc-4887-8b07-4285c5ed6aa5_20250203T20:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] I'm good today, [PII]. What's going on?
[CUSTOMER][NEGATIVE] Can you send me the um you know how you had sent me in the past the rates uh for the plans like if I want a 2000, 2000 or 3000, you know, whatever you had sent me the rates and for some reason I just cannot I I had them here at my desk and um I just cannot locate it because I had to quote somebody a 3000, 3000. I went to grab my form and I'm like where in the world is it?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Not a problem. I can send you the most updated copies that we have not a problem.
[CUSTOMER][NEUTRAL] OK, yeah, I think, I think it's pretty straightforward. I mean, I think you have it for both the uh where the in and out are the same and then where the in and out are are like uh the out is 50% of the in.
[AGENT][POSITIVE] Yes, yep, I can send you those right away.
[CUSTOMER][POSITIVE] OK, I appreciate you thank you much.
[AGENT][POSITIVE] Thanks, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.