AccountId: 011433970860
ContactId: a6173d73-3a88-4e13-a3c3-096cbaa357c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127209 ms
Total Talk Time (AGENT): 53529 ms
Total Talk Time (CUSTOMER): 36219 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a6173d73-3a88-4e13-a3c3-096cbaa357c2_20250204T15:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. [PII], it's [PII]. Hi, um, [PII], is, is [PII], um, I got a call from one of their employees this morning wanting to ask if they're good to go. Are we all set with [PII] now? Can they get their ID cards and all that?
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, let me
[AGENT][NEUTRAL] Sure, let me look.
[AGENT][NEGATIVE] It, oh, hold on a minute. I got the wrong screen. Hold on.
[AGENT][NEUTRAL] Yeah, it looks like the group, um.
[AGENT][NEUTRAL] was completed on the [PII], so they should have.
[AGENT][NEUTRAL] Um, let me look at a policy here and see when the ID cards were mailed out.
[AGENT][NEUTRAL] The cards were mailed out on the [PII], so that would have been last Thursday. So I mean just depending on how fast or slow the, you know, uh USPS is, uh.
[CUSTOMER][NEUTRAL] OK, how can I, can we print them a temporary ID card? It's just a few people. I think there's only like 6 people.
[AGENT][POSITIVE] Yeah, I can work on that [PII] and I can send them to you.
[CUSTOMER][NEUTRAL] I greatly appreciate it, yeah, these, these are, are not the most sophisticated folks.
[AGENT][POSITIVE] Not a problem, yeah, I'll work on that and send them to you in a file, not a problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I appreciate it alrighty thank you very much.
[AGENT][POSITIVE] Thanks, [PII]. Have a good one.
[CUSTOMER][POSITIVE] Yeah you too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.