AccountId: 011433970860
ContactId: 91f11180-d2db-4258-a61f-d238a8046283
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52619 ms
Total Talk Time (AGENT): 24591 ms
Total Talk Time (CUSTOMER): 27598 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/91f11180-d2db-4258-a61f-d238a8046283_20250603T18:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, how you doing? I am calling to see if you could send me an ID card because the APO website is down.
[AGENT][NEUTRAL] OK. Um, you would have to send in an email request for that, and then we can get that emailed over to you.
[CUSTOMER][NEUTRAL] OK, yeah, I already did. I just, I just did it, so alright, I guess I'll wait. Alright, thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, hold which email did you send it to?
[CUSTOMER][NEUTRAL] Uh, I sent it to all three of them. I mean, I sent in a few, actually, let me see, uh, I sent it to care team. I sent it to, uh, FL sales and billing.
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes. OK. Yes, you will get it to you very shortly, sir.
[CUSTOMER][POSITIVE] Alright perfect thank you very much.
[AGENT][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Bye bye bye