AccountId: 011433970860
ContactId: a53b7726-9fe5-4929-8788-70b98258d6e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148009 ms
Total Talk Time (AGENT): 54129 ms
Total Talk Time (CUSTOMER): 37468 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/a53b7726-9fe5-4929-8788-70b98258d6e6_20250103T17:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I am the nurse manager here at Norman Endoscopy Center, and I'm just trying to reach someone in HR to verify um employment.
[AGENT][NEUTRAL] OK, um, miss, um, [PII], I'm gonna put you on a brief hold so I can uh check out who it is that you'll need to um speak with can I get your um callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be [PII].
[AGENT][NEUTRAL] OK, and who is the employee?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, it's gonna be a brief hold so I can make sure I get you to the correct person to verify employment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK thank you so much for holding for me Miss [PII]. So APL uses wage verify um to verify employment. Let me give you that phone you can call to um make sure that [PII]'s an employee.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And do you guys have like uh an employee or a code or anything for this um.
[CUSTOMER][NEUTRAL] Company
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, all right, thank you so much I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.