AccountId: 011433970860
ContactId: a4a3e360-e7a3-4d7f-8132-4108ba5f361b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93620 ms
Total Talk Time (AGENT): 26351 ms
Total Talk Time (CUSTOMER): 27381 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/a4a3e360-e7a3-4d7f-8132-4108ba5f361b_20250516T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to complete an employment verification for a CRM employee. Are you able to assist me with referring to the HR or pay department?
[AGENT][NEUTRAL] OK, uh, for employment verification?
[CUSTOMER][NEUTRAL] May I know the best email address that I could send the form to be filled out?
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][POSITIVE] Oh sure thank you.
[AGENT][NEUTRAL] I don't have an email address. I have a telephone number and a website.
[CUSTOMER][NEUTRAL] You know the phone number and website too.
[AGENT][NEUTRAL] Website is [PII].
[AGENT][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] Are you also using any player?
[AGENT][NEUTRAL] Uh, no, I don't have an employer code.
[CUSTOMER][POSITIVE] Oh sure, thank you. So I'll be trying to process this one via reach verified. Thank you for giving the information. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL you too.