AccountId: 011433970860
ContactId: b4cf2a80-d393-49e8-873b-60cd937897d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386149 ms
Total Talk Time (AGENT): 110349 ms
Total Talk Time (CUSTOMER): 85476 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b4cf2a80-d393-49e8-873b-60cd937897d0_20250218T18:30_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], um, I was actually told to ask for um.
[CUSTOMER][NEUTRAL] Oh my gosh, um, [PII] or [PII], are either of them available?
[AGENT][NEUTRAL] I could definitely see, give me just a moment that was [PII] or um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty. Give me just a moment. I'll see, uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling about the ALA group.
[AGENT][NEUTRAL] ALE group, OK. Are you the admin?
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Yes, we are the admin.
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] thank you. Do you have the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, give me one second, I can pull it up.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, um, the group number is 26332.
[AGENT][NEUTRAL] 26332. OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So you are not who we have as the contact [PII] um are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Um, there are 4 different locations, um, but is the one on the invoice [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, thank you for verifying that. Alrighty, give me just a moment. I'm gonna put you on a brief hold and I'll see if either one of them are available, OK?
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[AGENT][NEUTRAL] Of course one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], I'm sorry, um, I know you said it was either [PII] or [PII]. What was [PII]'s last name?
[CUSTOMER][NEUTRAL] Um, her, sorry, one second, her last name is, where does this email go? Oh, there it is, um, [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] [PII], OK, I thought so. I just wanted to make sure we do have a few right, bear with me just a moment. I appreciate your patience.
[CUSTOMER][POSITIVE] I figured it's a common name, yes, no problem.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] OK, B, I sure appreciate your patience. So it does not look like either of them are available at the moment, so I will send them a message and ask with your call back information so that they could just call you back as soon as they are available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great and I, I'm sure they're expecting a call from me so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, um, what was your last name, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] They won't be totally surprised.
[CUSTOMER][NEUTRAL] It's OK. um [PII]
[AGENT][NEUTRAL] Got it. OK, and then I'm gonna read that callback number back just to make sure I heard it correctly. That was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, that is correct.
[AGENT][POSITIVE] Got it. OK, I will give that to them and uh you should be getting a call back here pretty soon.
[CUSTOMER][NEUTRAL] OK, no worries, um, I do have another call at [PII], so if I missed their call or if you wanna say call after like [PII]
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, I'll let them know um sure, hopefully it's sooner than that.
[CUSTOMER][NEUTRAL] In your note
[CUSTOMER][NEUTRAL] Yeah, no worries, I just didn't know if it was this might take longer than.
[CUSTOMER][NEUTRAL] Uh, like 30 minutes, so.
[AGENT][NEUTRAL] OK, um, well, let me make sure, are you Central time or you're Eastern time, aren't you?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Um, eastern.
[AGENT][POSITIVE] OK, OK, so we're central alright alright well I appreciate that, [PII], thank you.
[CUSTOMER][POSITIVE] No problem I appreciate your help.
[AGENT][NEUTRAL] Of course. Alright, bye bye.
[CUSTOMER][POSITIVE] Alright have a good one bye.
[AGENT][NEUTRAL] You too.