AccountId: 011433970860
ContactId: 8e9c7ce1-84c3-4e53-93aa-3f1e3d0650b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402260 ms
Total Talk Time (AGENT): 63569 ms
Total Talk Time (CUSTOMER): 28204 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/8e9c7ce1-84c3-4e53-93aa-3f1e3d0650b4_20250227T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to get in touch with [PII] please.
[AGENT][NEUTRAL] OK. [PII]. Can I grab your first name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And if you don't mind, have you, what have you been speaking in regards to her?
[CUSTOMER][NEUTRAL] Um, my policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me reach out [PII] to [PII], see if she's available. If anything happens, is [PII] a good callback number for you?
[CUSTOMER][NEUTRAL] That's fine, sir, mhm.
[AGENT][NEUTRAL] OK, thanks. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Time
[AGENT][NEUTRAL] I wonder if it's [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], were you speaking with [PII]?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, I thought you had said [PII]. I just wanted to make sure I heard you right. I'm so sorry.
[CUSTOMER][NEUTRAL] Sorry, it's spelled [PII]
[AGENT][POSITIVE] I, yeah, I got it. OK, thank you so much. One second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thanks for waiting, [PII]. It looks like [PII] on a call. Do you want me to have her call you back?
[CUSTOMER][POSITIVE] Uh, that would be wonderful.
[AGENT][NEUTRAL] OK. Yeah, cause I haven't gotten her to respond, but it looks like she's on the phone right now. So, um, I will have her give you a call back as soon as she gets a moment.
[CUSTOMER][POSITIVE] OK, that's perfect. I'm sitting at my desk. Alright, thank you.
[AGENT][NEUTRAL] All right, right.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.