AccountId: 011433970860
ContactId: 74b5614a-5b5e-4720-80ec-f8bc75eb0633
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84510 ms
Total Talk Time (AGENT): 33296 ms
Total Talk Time (CUSTOMER): 24929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/74b5614a-5b5e-4720-80ec-f8bc75eb0633_20250117T14:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII] with the Go Automotive Group. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. uh, you sent me an email this morning on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] What do you have as his social?
[AGENT][NEUTRAL] OK, hold on just a second, let me pull it back up here.
[AGENT][NEGATIVE] I don't want.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] I'll get that changed real quick. Hold on a second.
[AGENT][POSITIVE] Thank you so much for calling back.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just in between doing things so let me call while I got the chance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, well I've got it corrected in our system so everything.
[AGENT][POSITIVE] Is good to go.
[CUSTOMER][POSITIVE] All right well thank you so much I appreciate it.
[AGENT][POSITIVE] All right. Well, thank you and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. Goodbye.