AccountId: 011433970860
ContactId: 947ca53b-f26f-4501-b20d-08e2c89f4d5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101879 ms
Total Talk Time (AGENT): 55319 ms
Total Talk Time (CUSTOMER): 63199 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/947ca53b-f26f-4501-b20d-08e2c89f4d5f_20250310T19:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, this is [PII] calling from Options. You left me a voicemail earlier regarding [PII].
[AGENT][POSITIVE] Yes, ma'am. Let me pull it up. I still got it here. Thank you for calling me back. OK. All right.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Uh, oh, Miss [PII], you got her last day of work is [PII].
[CUSTOMER][NEUTRAL] Um, I believe so. Let me pull up my records. Give me just a second.
[AGENT][NEUTRAL] OK, cause she got [PII], and that's the day the doctor disabled her also [PII]. So I was trying to verify.
[CUSTOMER][NEUTRAL] So when I, yeah, when I filled it out I went based on her actual date that she had last worked which was that [PII], and her accident happened on the [PII], which was that Monday, so she did not report to work on that Monday, so she was scheduled to work but she did have an accident, correct.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, but she was scared to work, but she had an accident, scared, but she had the accident. OK, that's right. OK, so, and then the next thing, she don't give a 25 hours per week?
[CUSTOMER][NEUTRAL] So that's the number of hours that she is scheduled in her position. She does sometimes sub in other places, but the only hours that are assigned to her are those 25 that I listed on her paperwork.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and it's $11 an hour, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, let me see. Was it anything. I think that was it then. I just want to make sure I put that all in notes. All right, thank you, and you have a great day. All right, bye-bye.
[CUSTOMER][POSITIVE] Yeah, you got it.
[CUSTOMER][POSITIVE] Alrighty you're welcome you too bye bye.