AccountId: 011433970860
ContactId: ac766220-a2d8-4724-a9a2-de2626be227a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202380 ms
Total Talk Time (AGENT): 50620 ms
Total Talk Time (CUSTOMER): 42580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/ac766220-a2d8-4724-a9a2-de2626be227a_20250204T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII] with MAS. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing great, thanks. I'm actually trying to reach [PII]. Is she available?
[AGENT][NEUTRAL] Uh, let me see one second.
[CUSTOMER][NEUTRAL] Working on a group situation, group group problem.
[AGENT][NEUTRAL] Do you have [PII]'s last name?
[CUSTOMER][NEUTRAL] Uh, oh yes, sorry, [PII].
[AGENT][POSITIVE] [PII]. OK, thanks, [PII]. I appreciate that.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And you guys are working on a group together?
[CUSTOMER][NEUTRAL] Yes, yeah, she's emailed me and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've been researching stuff, so.
[AGENT][NEUTRAL] Let me reach out to her and see if she's available.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Can I just get the group number from you, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], it's 26332.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] She hasn't responded back yet, [PII], sorry.
[CUSTOMER][POSITIVE] OK, let me, no worries, let me shoot her a quick email and she can just reach out to me when she's available.
[AGENT][NEUTRAL] Yeah, I just she's showing away right now and I don't, yeah, I don't see her so yeah if you wanna send, if you have her email that would be great, or I can, you know, tell her also just to give you a call back at this [PII] number if that's good.
[CUSTOMER][POSITIVE] No, no, you don't worry about it. I'll shoot her a quick email that way she can respond when she has time.
[AGENT][POSITIVE] OK, not a problem. Well thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.