AccountId: 011433970860
ContactId: 9d0e2634-f8a2-4a3a-bbeb-16cab94fb4d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141500 ms
Total Talk Time (AGENT): 32369 ms
Total Talk Time (CUSTOMER): 43219 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9d0e2634-f8a2-4a3a-bbeb-16cab94fb4d3_20250218T14:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was trying to reach [PII]. Is this extension [PII]?
[AGENT][NEUTRAL] No ma'am, let me see if she's available. Um, give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can I get your name, please?
[AGENT][NEUTRAL] He's
[CUSTOMER][NEUTRAL] It's [PII] at attorney Kenneth Morgan's office. She sent me an email and told me to call her when I received it to get the password.
[AGENT][NEUTRAL] And can I get your call back number just in case she's not available and I can send her a message.
[CUSTOMER][NEUTRAL] It's, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one sec.
[CUSTOMER][NEUTRAL] And the patient's name, oh, sorry.
[AGENT][NEUTRAL] I'm sorry go ahead. Pa his name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] OK, she is available. Let me go and um get you over there to her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. Um, I have a [PII] calling you back from um kind of Morgan lawyer's office. Oh.
[CUSTOMER][POSITIVE] Yes, yeah, that's an attorney's office, yeah, I'm always waiting for her to call me. Thank you. You can transfer her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh.