AccountId: 011433970860
ContactId: a88cc47f-c980-4f88-8e44-422386d683de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175919 ms
Total Talk Time (AGENT): 56843 ms
Total Talk Time (CUSTOMER): 23076 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a88cc47f-c980-4f88-8e44-422386d683de_20250610T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL sales. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can I speak to [PII]?
[AGENT][NEUTRAL] Yes, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] from True Transport.
[AGENT][NEUTRAL] OK, let me put you on a brief hold, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Do you know [PII]?
[AGENT][NEUTRAL] She's on the phone for you.
[AGENT][NEUTRAL] Yeah, cause I can
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She is away from her desk right now. Can I take um down your phone number?
[CUSTOMER][NEUTRAL] Could I leave her a voicemail?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She wants to put you to voicemail she.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], she wants to leave you a voicemail so I'm gonna um just ignore the call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 15, are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so she will be back within the next few minutes. Would you be able to, or actually she's available right now. Um, let me transfer you over.
[CUSTOMER][POSITIVE] Great, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] Could be me first calling you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's just me.
[CUSTOMER][NEUTRAL] I, well, I feel like I have.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, maybe I, maybe I'm thinking about something different. OK, you can send it to me thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have [PII] on the line for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII] it