AccountId: 011433970860
ContactId: b78274ca-1998-4ead-a828-e0bc7da1223a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314250 ms
Total Talk Time (AGENT): 108851 ms
Total Talk Time (CUSTOMER): 47006 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b78274ca-1998-4ead-a828-e0bc7da1223a_20250325T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I think you just spoke to me. My name is uh [PII].
[AGENT][NEUTRAL] Yes, sir. How are you doing?
[CUSTOMER][NEUTRAL] OK, um, the reason I was calling you back was because the, uh, image didn't come out clear.
[AGENT][NEUTRAL] It didn't come out clear?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Are you on a phone or a laptop or computer?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's like a tablet.
[AGENT][NEUTRAL] OK, um, I mean, I can send it to you again if I don't know why it's not clear. It's clear when I send it. I can send it again if you like. I don't mind.
[CUSTOMER][NEUTRAL] Could you please?
[AGENT][NEUTRAL] Sure, hold on one second.
[AGENT][NEUTRAL] Let me just double check on them and make sure.
[AGENT][NEUTRAL] Yeah, these are clear. Let me forward it to you. Hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So let me see, let me know um when you get that and
[AGENT][NEUTRAL] Hopefully this will come out better for you. I don't know why it's coming over like how it, if it's unclear.
[CUSTOMER][NEUTRAL] Nothing yet.
[CUSTOMER][NEUTRAL] Basically what I'm waiting.
[CUSTOMER][NEUTRAL] Send it over the first time.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] When you send it over the first time, they only gave me a partial here.
[CUSTOMER][NEUTRAL] Let me download it.
[CUSTOMER][NEUTRAL] It's downloading now.
[AGENT][POSITIVE] Mhm, take your time, it's OK.
[CUSTOMER][NEGATIVE] That says cannot load image.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] And the
[AGENT][NEGATIVE] I don't understand because when I, I sent.
[AGENT][NEUTRAL] It's clear on my end.
[AGENT][NEUTRAL] Um, let me see what other options I have. This is the only copy that we have.
[AGENT][NEUTRAL] I mean, is there a way that you can refresh your screen or do you have a laptop or desktop because it's not compatible with mobile devices, that could be what's giving us the issue because I'm pulling this up on a
[CUSTOMER][NEUTRAL] That's what's probably in SCA.
[AGENT][POSITIVE] On a desktop and it's clear.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Uh, I can fax it. Uh, well, that'll probably be worse.
[AGENT][NEUTRAL] With the image itself.
[CUSTOMER][NEUTRAL] Well, I don't have
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know what? I could probably, I can ask somebody to to load it, download it for me.
[AGENT][NEUTRAL] If you do want, if you try and they are having issues, give us a call back. I don't know what to do, but um we'll definitely figure it out because it it's coming up clear on my end, so I just have to figure out how to get this to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Um, but let's, you're very welcome. So if you need it, if, if they, if you try it and it doesn't work, um, still give us a call back and if, if you try and everything is OK, I don't hear back from you, I'll know you're OK.
[CUSTOMER][POSITIVE] OK, thank you very much, ma'am.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No thank you, you were great, thank you.
[AGENT][POSITIVE] All right. You're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.