AccountId: 011433970860
ContactId: 7c2f42a0-2f3e-4448-b4af-274b777fe01a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199580 ms
Total Talk Time (AGENT): 41529 ms
Total Talk Time (CUSTOMER): 44204 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/7c2f42a0-2f3e-4448-b4af-274b777fe01a_20250610T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Educational Federal Credit Union. Someone called me and left me a voicemail, but I was on another call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not sure if you can help me out.
[AGENT][NEUTRAL] OK, did they leave a name on the voicemail or anything?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see if the inscription gives me something.
[AGENT][NEUTRAL] And then while you're doing that, may I have the group number?
[CUSTOMER][NEUTRAL] Um, no, it's just says someone from care team APL, but I do not see a name. Um, our number is 23993.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, let me see if she's available. I see the notes here. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I did, um, I was able to contact [PII], but she is on a call. She said she'll call you as soon as she's done with this call.
[CUSTOMER][POSITIVE] Alright, sounds good hopefully that won't be in another call.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] Hopefully we'll stop playing phone tag.
[CUSTOMER][NEUTRAL] I'm like you're it.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was just it. Thank you so much.
[AGENT][POSITIVE] All right, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.