AccountId: 011433970860
ContactId: 7b721564-35be-44f2-be99-1360bc58a44b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127190 ms
Total Talk Time (AGENT): 65767 ms
Total Talk Time (CUSTOMER): 70994 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/7b721564-35be-44f2-be99-1360bc58a44b_20250314T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I am good. Um, I have an agent on the line. His name is [PII]. He spelled it [PII] Um, he originally came on the line. He was asking for [PII] in accounting and I could not figure out who he was talking about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He said he missed a call anyhow, he says he's an agent and he just needs to give us his email for like his commission is is that.
[AGENT][NEUTRAL] Oh yeah, [PII], hang on, I think I have a note. Give me just a second. I think [PII] said somebody's supposed to be calling back to give their email. Yeah, that's him. Yeah, send him through. We'll take care of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, girl, he was asking for like all these people and I'm like, I don't know who you're talking about. Oh yeah, yeah, yeah. OK. All right, you ready?
[AGENT][POSITIVE] Right, yeah. No worries. Yeah, I'm ready.
[CUSTOMER][POSITIVE] OK, here he comes, thank you.
[AGENT][POSITIVE] Thank you. Uh-huh.
[AGENT][NEUTRAL] Hi, is this [PII]?
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you hear me? Hi, [PII], can you hear me?
[CUSTOMER][NEUTRAL] Hello? Oh, I can hear you now. I'm sorry. I'm sorry.
[AGENT][NEUTRAL] That's OK, no worries. This is [PII] who you talked to earlier. She's needing your email address. Can you give that to me and we'll get you taken care of. Yeah.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] I appreciate that. That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Um, you said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. [PII]. I will get this over to her so we'll get that updated. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Oh, that'll do it. You can send money.
[AGENT][POSITIVE] Yeah, right, that'd be awesome, yeah, we'll see what we can do about that.
[CUSTOMER][POSITIVE] It helped
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right, well I appreciate your help. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem, have a great day. Talk to you later bye bye.
[CUSTOMER][NEUTRAL] You too bye.