AccountId: 011433970860
ContactId: 95ed7b99-f7b5-419a-aa95-8b7dbfddf0ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323720 ms
Total Talk Time (AGENT): 63845 ms
Total Talk Time (CUSTOMER): 94524 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/95ed7b99-f7b5-419a-aa95-8b7dbfddf0ef_20250210T22:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, uh, hi. My name is [PII]. I'm calling from Seigo. Can I talk to Mr. [PII]? Can you please transfer this call to him?
[AGENT][NEUTRAL] To who? I'm sorry?
[CUSTOMER][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What department is Mr. [PII] at?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you tell me what department is he at?
[CUSTOMER][NEUTRAL] Uh, he's an NOps engineer in your company.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I understand [PII], but I need to know exactly what department and uh what is your name, where are you calling from, um, the callback number, please. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm calling from Setio this call regarding the call back verification for your.
[CUSTOMER][NEUTRAL] Company, uh, web security certificate document signing certificate. So he's expecting this call from Setio just tell to him this call from Setio for callback.
[AGENT][NEUTRAL] OK, but what is your name from Seal?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK. OK. And what's the callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can find a resured accounts in our system. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How do you spell Seigon?
[CUSTOMER][NEUTRAL] Uh, SEC.
[CUSTOMER][NEUTRAL] SEC.
[CUSTOMER][NEUTRAL] T I G Oito.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, you told me to transfer. OK, let me just a second, let me transfer you over, OK?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, yeah. I'm on call. Can you hear me? Yeah, yeah, please transfer. Sure.
[AGENT][NEUTRAL] OK, OK, give me just a minute. Yes, I'm gonna transfer you, OK? Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] This is [PII] with APL.
[AGENT][NEUTRAL] Hey, uh, [PII], this is Soul with care team. OK, I got him on the other line. You're ready for him?
[CUSTOMER][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] OK, here he comes.
[AGENT][POSITIVE] Thank you for holding. I've got Mr. [PII] on the line.
[CUSTOMER][NEUTRAL] Hello, sir. Hello?
[CUSTOMER][NEUTRAL] Yeah, hi, uh, this is [PII]. I'm calling. OK, perfect. I'm from Seigo. This call regarding your, uh, document signing certificate call back verification.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK. So, can you please confirm your first and last name?
[CUSTOMER][NEUTRAL] My name is [PII].