AccountId: 011433970860
ContactId: aa3d6b4e-5ffa-400a-be2f-cc4648826f9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228559 ms
Total Talk Time (AGENT): 43853 ms
Total Talk Time (CUSTOMER): 50361 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/aa3d6b4e-5ffa-400a-be2f-cc4648826f9a_20250610T14:17_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Hi, yeah, good morning. I was hoping to reach the IT department I believe [PII].
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I'm calling from Insight we help out with IT procurement.
[AGENT][NEUTRAL] OK, and do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, I do, um, I've spoken with [PII] in the past. I was trying to reach her, but yeah, I can give you my number it's um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you say you're calling from Insight. Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I have some updates.
[CUSTOMER][NEUTRAL] Yeah, correct, ma'am, no, no, you're good, um, yeah, I'm calling from Insight again we, we help with any technology needs that you guys have internally, um, just wanted to give her some updates on VMware. I know you guys leveraged that in your IT environment, so that was the reason for my call.
[AGENT][NEUTRAL] OK uh let me see if she's available hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me one moment to see if she's available.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Uh, looks like she's on a call, um.
[AGENT][NEUTRAL] I can send it to her voicemail.
[AGENT][NEUTRAL] Oh wait, she's typing. Give me one sec.
[CUSTOMER][POSITIVE] OK, yeah, that works, OK.
[AGENT][NEUTRAL] Let's see what she says.
[AGENT][NEUTRAL] She's typing a long time right, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK she making example.
[AGENT][NEUTRAL] Oh, she's in a meeting, uh, yeah, let me transfer you to her voicemail. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Yeah yeah that's that's fine thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What is her phone number?