AccountId: 011433970860
ContactId: 87009526-a7aa-4ddd-aeaa-b54fc6adbf6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240199 ms
Total Talk Time (AGENT): 108910 ms
Total Talk Time (CUSTOMER): 115437 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/87009526-a7aa-4ddd-aeaa-b54fc6adbf6a_20250415T12:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] It's your boss.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Oh, I didn't know you if you knew.
[AGENT][NEUTRAL] How can I help you this morning?
[CUSTOMER][POSITIVE] You're so sweet. I'm just testing that dental cue cause I see people in there and it looks like they're in contact, but I see they're taking meddling calls.
[AGENT][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Who knows?
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's why, yeah.
[CUSTOMER][POSITIVE] All right, well, I didn't have to hold two off for long.
[AGENT][NEUTRAL] Well, can
[AGENT][NEUTRAL] Uh, you didn't. No, and I wanted to know if you can hear me OK, because uh we sound like we're kind of over talking and I have talked to IT multiple times and I know that they've been messing with the AWS system.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] No, not
[AGENT][NEGATIVE] And I'm not the only one having problems. I just wish they would fix it.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] There's like a lag in the call? OK, you can hear me OK? OK. Some callers can, some callers say it sounds broken.
[CUSTOMER][NEUTRAL] Um, you're fine.
[AGENT][NEUTRAL] And then some sound like we're talking over each other because I can hear that there's like a pause. So I don't.
[AGENT][POSITIVE] I don't know, but if you can hear me OK, that's good. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I think the most important thing is to pause when they start talking and, you know, just give an extra pause, uh, because I, at first, we were over talking each other, but once I stopped and just listened,
[CUSTOMER][NEUTRAL] Then we, you know, we stopped doing that. So I think just give to us.
[AGENT][NEUTRAL] Well, they're telling me it.
[AGENT][NEUTRAL] Yeah, but they're telling me there's a lag. I can hear my voice in the, in the call. Like I said, good morning, thank you for calling APL. This is [PII]. How can I help you? And then I can hear me say that after I've completed my sentence.
[CUSTOMER][NEUTRAL] Yeah, it may be connection trace, you know, because I don't know that there's.
[AGENT][NEUTRAL] A question.
[AGENT][NEUTRAL] No, my connection's fine.
[AGENT][NEUTRAL] They said it's fine.
[AGENT][NEUTRAL] I checked it.
[CUSTOMER][NEUTRAL] Hm, well, I don't
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I haven't heard of any issues with AWS.
[CUSTOMER][NEUTRAL] But uh that's the first I'm hearing about it.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Well, then.
[CUSTOMER][NEUTRAL] All right. Well, um,
[CUSTOMER][NEUTRAL] Yeah, I haven't gotten any ticket number. I don't, I don't know anything about it. So, um, I just know that when
[AGENT][NEUTRAL] I've sent you some emails when I've called.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][POSITIVE] Interesting. Yeah, [PII], they would have, they would have sent a notification if they were.
[CUSTOMER][NEUTRAL] Uh, working on it, it's weird. But anyway,
[CUSTOMER][NEUTRAL] Um, yeah, just do, do a little few extra pauses as a workaround.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But you're coming in loud and clear, girl.
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with this morning, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well, I mean, no, not, not insurance wise.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] I think, I think that I've got everything I need, but I appreciate your kind, sweetheart helping me.
[AGENT][NEUTRAL] Well.
[AGENT][POSITIVE] Well, you, well, you're certainly very welcome. It was my pleasure. So if that is all I can help you with, and thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Well, thank you so much and you as well, my friend.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much. All right.
[CUSTOMER][NEUTRAL] All right, I'll talk to you later.
[AGENT][NEUTRAL] Mhm. Bye-bye.