AccountId: 011433970860
ContactId: 93f183f3-9363-4816-8b5c-4e442046f321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152440 ms
Total Talk Time (AGENT): 90628 ms
Total Talk Time (CUSTOMER): 57696 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/93f183f3-9363-4816-8b5c-4e442046f321_20250521T14:33_UTC.wav
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[CUSTOMER][POSITIVE] So he's very kind and that he could pay and then.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Miss Miss [PII], it's [PII] again. I, I gave you a regular phone number, not the fax number.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] Oh, OK. All right, Ms. [PII]. Well, I'm glad you got me back again and I've got, that's OK. I've got him, I've got him pulled up. Let me go ahead and, um,
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Send that fax over to you.
[AGENT][NEUTRAL] It's gonna be just a minute because I'll have to.
[CUSTOMER][NEUTRAL] I'm sorry because I was like who's calling me and it's like.
[AGENT][NEUTRAL] That's OK. We'll, we'll work through it.
[AGENT][NEUTRAL] OK, and what is your good fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I gave you our regular phone number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, um, I need to rebuild it again so it's just gonna be just a second. I'll just do it while we're on the phone together. You're very welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] No problem at all.
[CUSTOMER][NEUTRAL] How are things down there and are you in [PII]?
[AGENT][NEUTRAL] I'm in [PII], but our, um, corporate office is in [PII].
[CUSTOMER][NEUTRAL] Or no?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I was just wondering because I saw on the news this morning and I, you know, I live in [PII], but I work in [PII] that there was tornadoes going around down there.
[AGENT][MIXED] Yes, we had a bad night last night. Thank goodness it didn't hit near my house, but yes, it's, it's been the weather's been crazy this year.
[CUSTOMER][NEUTRAL] Gosh.
[CUSTOMER][NEGATIVE] Kind of scary.
[CUSTOMER][POSITIVE] Yeah, it definitely.
[AGENT][NEUTRAL] Yeah, that's been.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] I've got it pulled up but I'm just entering the information now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At least we know it went through, right?
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] It was telling me lady you sent the wrong one.
[AGENT][NEUTRAL] I do watch them though.
[AGENT][NEUTRAL] Yes, ma'am. I do watch them.
[CUSTOMER][NEUTRAL] To make sure that they go through? OK.
[AGENT][POSITIVE] Yes, I do. I watch them to make sure they go through and if they get abandoned, I try to resend them so that they can get there. You're welcome. I'll keep my eye on this one for you too.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I've got it sent to you, Ms. [PII], to the new number that you gave me. All right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you very much I appreciate it have a good one, [PII].
[AGENT][POSITIVE] You're very welcome. You too. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][POSITIVE] Thank you.