AccountId: 011433970860
ContactId: a0699c40-3f96-4dc4-825f-83705a05ca30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202759 ms
Total Talk Time (AGENT): 86041 ms
Total Talk Time (CUSTOMER): 52230 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/a0699c40-3f96-4dc4-825f-83705a05ca30_20250423T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII] from NAS. How are you?
[AGENT][POSITIVE] Hi, [PII]. I'm doing well. How are you doing today?
[CUSTOMER][POSITIVE] I'm good, thank you. Hey, I need to reach [PII].
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um, Ms. [PII], I can check to see if she's available. Uh, can I please get your callback number just in case the call is disconnected during the transfer.
[CUSTOMER][NEUTRAL] Can I get
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna um put you on a quick hold. I'm gonna IM [PII] and see if she's available to take the call.
[CUSTOMER][NEUTRAL] OK. Tell her in your IM that it's regarding her um summary of place of hope.
[CUSTOMER][NEUTRAL] So we can try to get this resolved.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Place of hope summary. I do see that [PII] is out of the office today.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] No. Oh no, oh no, oh no.
[AGENT][NEUTRAL] Yeah, she's out of the office today. Now what I can do is I can send her an email and have her call you back as soon as she gets back in the office if you would like for me to do that.
[CUSTOMER][NEUTRAL] No, let me talk to, who's her supervisor? Is it [PII]?
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Let me see if Mrs.
[CUSTOMER][NEUTRAL] Can I speak to [PII], please?
[AGENT][NEUTRAL] Yes, let me see if she's available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I'm gonna IM Ms. [PII].
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK, I've just sent it, so now we're just gonna wait on an eyeball and see that she got it.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That's how I know, and you can see when they see it.
[AGENT][NEUTRAL] OK, [PII] said I can go ahead and transfer to you you to her and she will help you so it's gonna be a brief hold while I transfer you on over, OK?
[CUSTOMER][NEUTRAL] I know, right?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. I hope you have a beautiful rest of your week.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey, it's [PII]. I'm gonna go ahead and release [PII] to you now.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] Uh-huh. You're welcome. Bye-bye.