AccountId: 011433970860
ContactId: 74a2f1bd-e6f0-4c64-b90e-86ab1aed6ed1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194309 ms
Total Talk Time (AGENT): 56575 ms
Total Talk Time (CUSTOMER): 42224 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/74a2f1bd-e6f0-4c64-b90e-86ab1aed6ed1_20250129T13:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you. Excuse me, good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, can I speak to, uh, [PII] please?
[AGENT][NEUTRAL] I can see you're wanting to speak to [PII].
[CUSTOMER][NEUTRAL] Yeah, that's that's who sent me the uh letter.
[AGENT][NEUTRAL] OK, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is uh [PII].
[AGENT][NEUTRAL] OK, and [PII], are you calling on behalf of yourself or is this in relation to a group?
[CUSTOMER][NEUTRAL] It's a business, yeah, group.
[AGENT][NEUTRAL] OK, and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and I'm at extension [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK. And what is the group number, please?
[CUSTOMER][NEUTRAL] Uh, I don't have that phone.
[AGENT][NEUTRAL] What's the name of the group so I can look it up first?
[CUSTOMER][NEUTRAL] Uh dabbiter Inc. D A B O T E R Inc.
[AGENT][NEUTRAL] I'm sorry, say it again, please.
[CUSTOMER][NEUTRAL] D as in David, A as in apple. B as in Bob Dabiter Inc.
[AGENT][NEUTRAL] OK and you said there was not a group number listed on what?
[CUSTOMER][NEUTRAL] No, I said that I don't have the group number.
[AGENT][NEUTRAL] And [PII] sent you an email, is that also correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, one moment, let me see if I can locate the group.
[AGENT][NEUTRAL] OK [PII], and before I can connect you I'll need to verify just a couple of things. If you'll verify the address for the group and your email please.
[CUSTOMER][NEUTRAL] [PII] Dob [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. All right, so let me place you on just a brief hold to see if [PII] is available. Do you mind holding?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, yeah, I know I'm on hold.