AccountId: 011433970860
ContactId: 86af6afc-2151-4778-bd90-d5928ae258e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130300 ms
Total Talk Time (AGENT): 31099 ms
Total Talk Time (CUSTOMER): 36489 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/86af6afc-2151-4778-bd90-d5928ae258e4_20250501T19:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] [PII], this is [PII]. I'm calling you from Signal on a recorded line. I was transferred to the um IVR, but I wasn't able to get into the Spanish line. The keypad is not working.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] It
[AGENT][NEGATIVE] It's not working. I've got the person available. Um,
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, let me place you on a brief hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good afternoon. This is Solid APL. How may I assist you?
[AGENT][NEUTRAL] Oh, it's [PII] on the care team. Hey, I've got, she tried to get the Spanish speaking, but I don't, she said it wasn't working. So, is it OK if I transfer her to you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, um, yeah. Did you get any information or no?
[AGENT][NEUTRAL] No, it's a provider and then she's got a member on the line with her, so kind of like I guess like a three-way call.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Got you. OK, sure, yeah, put it down.
[AGENT][POSITIVE] OK, here you go. Thank you so much.
[CUSTOMER][POSITIVE] Thank you. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII]. Oh, when I tell this spoke on care.