AccountId: 011433970860
ContactId: 75d9decc-8c0a-40bb-abca-3aafe074ec11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274299 ms
Total Talk Time (AGENT): 108666 ms
Total Talk Time (CUSTOMER): 95371 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/75d9decc-8c0a-40bb-abca-3aafe074ec11_20250325T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][NEUTRAL] But I got a letter the other day.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It says my appointment's being canceled because you don't have my ENO which I never got, never received an email asking for a copy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK. Well, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me pull up your account. Give me just a second. So when did you receive that notification?
[CUSTOMER][NEUTRAL] Well, it's dated 3-19. It showed up yesterday in yesterday's mail.
[AGENT][NEUTRAL] OK, let me look and see real quick.
[CUSTOMER][POSITIVE] And I'm happy to email you because we're talking a copy of the certificate.
[AGENT][NEUTRAL] OK, if you can, let me give you the email address if that needs to go to. Hold on one second.
[CUSTOMER][NEUTRAL] Well, you, I hold on one second, you hold on one while I go into my computer and pull it up.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let's see that would be under ENO.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2526.
[AGENT][NEUTRAL] Do you have a did you have a new email or anything because it looks like we tried to set one and it said undeliverable so I don't know.
[AGENT][NEUTRAL] Maybe we at home.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see what we have out here.
[AGENT][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] No, no, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] what.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, like [PII]. OK. OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK. OK, got it. Thank you for repeating that. Sorry. OK, and then do you have, you're ready for me to give you the address to send that to you? Excuse me.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, it needs to go to [PII], [PII], um, yeah, [PII].
[AGENT][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Agent [PII]. Mhm.
[CUSTOMER][NEUTRAL] Agent agent agent [PII].
[AGENT][NEUTRAL] Uh-huh. Yes, yes, [PII].
[CUSTOMER][NEUTRAL] Let's see what.
[CUSTOMER][NEUTRAL] OK, I I just sent it.
[AGENT][POSITIVE] OK, that will go to our uh team that handles that and we should get that taken care of for you, and I'll let them know that you sent that over. Was there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, it was just sent to.
[CUSTOMER][NEUTRAL] And received
[AGENT][POSITIVE] OK good then we'll get it taken care of. I'll let the lady know that handles it that handles that um email box and that you sent that over and we'll get that updated for you and we'll get your email, your email address updated, OK?
[CUSTOMER][NEUTRAL] OK, and someone just do me a favor, send me a confirmation that it is done and updated.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, they will. She should, and once she gets it all done and everything updated, you should get a confirmation.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you much. You have a great day. Thanks for calling APL. Mm mm bye bye.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][POSITIVE] You too thanks thanks bye bye.