AccountId: 011433970860
ContactId: 790c19fe-94b3-4594-bb79-17361c40a160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129050 ms
Total Talk Time (AGENT): 39759 ms
Total Talk Time (CUSTOMER): 33619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/790c19fe-94b3-4594-bb79-17361c40a160_20250409T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Yeah, hey, hi, it's [PII]. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Good, hey, can I check on a group that I sent in.
[CUSTOMER][NEGATIVE] Um, maybe 4 days ago I thought it would be posted on the OSC, but it's not.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, give me just a second. Let me, yeah, give me just a second. I'm sorry. OK, what is the name?
[CUSTOMER][POSITIVE] And I'll give you the name tell me when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the number one ST, so it's First Class Parking Corporation.
[AGENT][NEUTRAL] Did you say parking or clerking?
[CUSTOMER][NEUTRAL] Parking like you park your car.
[AGENT][MIXED] OK, great that's what I thought, but then I was like maybe I'm wrong so.
[AGENT][NEUTRAL] Let me, can I put you on hold for just a moment to see if I can do some searching.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Parents
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, I am gonna have to get with our new group, um, set up team. What is the best phone number for me to give you a call back at?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, give me about 15 minutes and I should have some answers for you, OK?
[CUSTOMER][POSITIVE] No, I totally, yeah, I totally understand that. Alright, thank you, ma'am bye bye.
[AGENT][POSITIVE] Yes, I'll talk to you soon bye bye.