AccountId: 011433970860
ContactId: 93c70070-6046-475b-867d-7d6353fb6c0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160320 ms
Total Talk Time (AGENT): 60415 ms
Total Talk Time (CUSTOMER): 65214 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/93c70070-6046-475b-867d-7d6353fb6c0c_20250122T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with BC Coffee and Supplies. Do you need my group number?
[AGENT][NEUTRAL] Uh yes, please.
[CUSTOMER][NEUTRAL] 17082.
[AGENT][NEUTRAL] Alright, give me just a second to pull it up.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, Ms. [PII], can we verify that address and phone number, please?
[CUSTOMER][NEUTRAL] Uh, the address is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. And how can I help you today, Miss [PII]?
[CUSTOMER][NEUTRAL] One of the employees, uh, his name's [PII]. It's [PII] I accidentally put [PII] for his address. It's supposed to be [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, we have an address correction. um [PII], alright.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then he's gonna need a card he never got his card to.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] And let's see really quick.
[AGENT][NEUTRAL] OK, with [PII].
[CUSTOMER][NEUTRAL] What was your name again?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I'm gonna go ahead and make that correction. It, it, um, can you repeat that address for me, please?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, perfect. It was just that straight number correction.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you, you can send him out a new card.
[AGENT][NEUTRAL] Mhm. Yes, I can. Is there anything else that I can help you with, Miss [PII]? I have the change completed already.
[CUSTOMER][POSITIVE] Perfect, that's all I needed, [PII]. I appreciate your help.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Oh, thank you for you too. Thank you for calling APL you have a nice day.
[CUSTOMER][POSITIVE] Thank you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] No.