AccountId: 011433970860
ContactId: 9719dbee-114d-4076-ae97-0dbad228572e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125650 ms
Total Talk Time (AGENT): 27441 ms
Total Talk Time (CUSTOMER): 25714 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/9719dbee-114d-4076-ae97-0dbad228572e_20250604T14:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to reach um [PII] if she's available.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII] from Questco.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], I show she's currently on a call. Can I send her a message um for to call you back as soon as she gets off of that?
[CUSTOMER][NEUTRAL] Uh, sure, yes.
[AGENT][NEUTRAL] Um, what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] myself and [PII].
[AGENT][NEUTRAL] OK, sure, I will send.
[CUSTOMER][NEUTRAL] It's, it's regarding uh group you want the group number? It's [PII].
[AGENT][NEUTRAL] [PII]. OK, just repeat that back [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, I will send her this message and when she gets off that call she'll give you a call back.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye.