AccountId: 011433970860
ContactId: 8d8fa79a-3b41-466b-8675-07e81fd6725b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243100 ms
Total Talk Time (AGENT): 44768 ms
Total Talk Time (CUSTOMER): 39488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/8d8fa79a-3b41-466b-8675-07e81fd6725b_20250221T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to get a hold of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII], I'm with Kaufman Independent School District.
[AGENT][NEUTRAL] OK, are you an uh admin [PII]?
[CUSTOMER][POSITIVE] Yes, yes I am.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Do you have that group number?
[CUSTOMER][NEUTRAL] Uh, hang on here, let me see if I can find it real quick, 22587.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alrighty, [PII], really quick, are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Appreciate it thank you. Alrighty, give me just a moment. I'm gonna put you on a brief hold and see if [PII] is available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I appreciate it thank you so much.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Hey, hey [PII] I'm good how are you?
[AGENT][POSITIVE] I'm doing well thank you. I do have Ms. [PII] on the line. I'm sorry, I'm not sure what it's in regard to. She just asked to speak with you right away.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's OK you can send it to me.
[AGENT][POSITIVE] OK thank you bye bye.
[CUSTOMER][POSITIVE] Thanks.