AccountId: 011433970860
ContactId: 92a4d3b2-e4bb-4d3b-89d0-dc1d8101d136
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159619 ms
Total Talk Time (AGENT): 43657 ms
Total Talk Time (CUSTOMER): 117332 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/92a4d3b2-e4bb-4d3b-89d0-dc1d8101d136_20250321T14:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Higginbotham Public Sector. Um, I just tried to email y'all a renewal of our you know uh certificate, and it came back, um.
[CUSTOMER][NEGATIVE] With the wrong email address and all I did was copy what is in your actual notification and.
[CUSTOMER][NEGATIVE] And I don't know why it came back.
[AGENT][NEUTRAL] Uh, where did it get sent to?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] So the letter says APL dash agent [PII].
[AGENT][NEUTRAL] Right, uh, that should be right, and that's, that's exactly where you sent it to?
[AGENT][NEUTRAL] Or did you do
[CUSTOMER][NEUTRAL] Yeah, I just know I copied and pasted the email address and um and it, you know, that's what it's showing but it came back um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, that's right. I know, um, you can send it to [PII] and then we can forward it to that email address. It's, it's a working email, so I don't, I don't know why it would, but I mean it's not a big deal. We can just, we can send it over.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEUTRAL] OK, let me see here um let me pull it back up here and.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, let's see for, um, OK, and it's [PII].
[AGENT][NEUTRAL] Mhm. And then [PII] [PII].
[CUSTOMER][NEUTRAL] Public. yeah, OK, [PII]. Oh, this is [PII] [PII]. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, OK, alrighty, I will get this over to y'all, um, and you can see where you know it was sent to.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Oh, that's, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The right address, but
[CUSTOMER][NEUTRAL] I don't know. Oh, maybe because it had a period at the end. 00, maybe that's what it is.
[AGENT][NEUTRAL] Oh, that could be it. Yeah, that could be it.
[CUSTOMER][NEUTRAL] Because you'll have a period at the end of that, uh, yeah, OK, you know what? I'm gonna try to do um both email addresses and eliminate that period, um, it's because it's at the end of that sentence.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Maybe the sentence, mm.
[CUSTOMER][NEUTRAL] And um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, so let me backspace that and just do.com. OK, alright, I'm sending your way. Thank you so much.
[AGENT][POSITIVE] Awesome yeah I hope you have a great day thank you.
[CUSTOMER][NEUTRAL] You, you too. Bye-bye.
[AGENT][NEUTRAL] Bye.