AccountId: 011433970860
ContactId: b301d4cd-a4c6-4f05-9e3d-c1abdc27ec8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198580 ms
Total Talk Time (AGENT): 45396 ms
Total Talk Time (CUSTOMER): 31383 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b301d4cd-a4c6-4f05-9e3d-c1abdc27ec8b_20250507T13:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], we spoke yesterday. This is [PII] calling for a simple PDF.
[AGENT][NEUTRAL] Yeah, let me put you on hold and let me see if I can get [PII], OK?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Good morning. I have [PII] on the phone.
[AGENT][NEUTRAL] And he's like, actually, it's me calling for a simple PDF.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good thank you bye bye.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I'm here, yes.
[AGENT][NEUTRAL] OK, so I just spoke with [PII] and she said that um we are working on still getting the PDF um I can send you last year's, it's still valid, still all accurate information, um.
[CUSTOMER][NEUTRAL] If I wanted if I wanted last year, I would have just used the one that I sent last year. The one that I'm looking for is the one for this year, and it should be, or it's something that you guys have readily available. Let me, let me talk to her, please. I'm, I'm, I'm, I'm growing impatient and I just, I, I need what I need.
[AGENT][NEUTRAL] OK, let me put you on hold.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][POSITIVE] Good morning. OK, I'm gonna add him in now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][POSITIVE] OK, perfect. I have [PII] on the phone for you.
[CUSTOMER][NEUTRAL] Hi [PII] how are you this morning?