AccountId: 011433970860
ContactId: 9055d9d5-80f6-4d3b-8e81-e8fc65735dc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126199 ms
Total Talk Time (AGENT): 61093 ms
Total Talk Time (CUSTOMER): 57144 ms
Interruptions: 1
Overall Sentiment: AGENT=3.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/9055d9d5-80f6-4d3b-8e81-e8fc65735dc1_20250314T21:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] [PII] just is starting power again.
[AGENT][NEUTRAL] Hi, Miss.
[CUSTOMER][NEUTRAL] I was just, I was just wondering what you found out.
[AGENT][NEUTRAL] Nothing yet. I, I have sent a message to my supervisor to uh get her to look over everything.
[AGENT][NEUTRAL] Uh, can I give you a call back on Monday?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][POSITIVE] OK. Yes, ma'am. I, I got you.
[CUSTOMER][NEUTRAL] That'll be fine. I just
[CUSTOMER][NEUTRAL] I just uh
[CUSTOMER][NEUTRAL] I'm just wondering, I, I'm sorry. I, I'm just going through so much too.
[AGENT][POSITIVE] No, it's no problem, Ms [PII]. I promise. I know.
[AGENT][POSITIVE] It's no problem. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, don't worry about it. I will call you on Monday as soon as I talk to her, OK?
[CUSTOMER][POSITIVE] OK, ho, thank you.
[AGENT][POSITIVE] All right, Ms. [PII]. Enjoy your weekend, OK? Try not to worry about it.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] It's hard.
[AGENT][NEUTRAL] I know.
[CUSTOMER][POSITIVE] It's hard not to worry.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I miss her so bad.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] I know. I'm so sorry. No, don't apologize. It's all right.
[CUSTOMER][NEUTRAL] I'm sorry, I, I.
[CUSTOMER][NEUTRAL] I don't mean to break down on you. I don't, but it that's just you, it's everybody.
[AGENT][NEUTRAL] It's so
[CUSTOMER][NEGATIVE] It's everybody I talked to. I just can't make it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][MIXED] I can't make it through a conversation without crying but matter.
[CUSTOMER][NEUTRAL] But I miss her so bad.
[AGENT][NEUTRAL] Well, it's not
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Just let it out. It's all right. I don't mind. Don't feel bad, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, I thank you. And I'll talk to you Monday.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] All right, Ms. To try to enjoy your weekend, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Not bad.