AccountId: 011433970860
ContactId: b804d4a9-013c-4492-bb02-716dfe5e220a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414100 ms
Total Talk Time (AGENT): 116491 ms
Total Talk Time (CUSTOMER): 32762 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/b804d4a9-013c-4492-bb02-716dfe5e220a_20250428T17:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], can I please have um [PII]?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I can certainly see if she's available. May I ask who's calling, please?
[CUSTOMER][NEUTRAL] My name is [PII]. She just sent me an email. I need to follow up with her.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] Let me see if I is it.
[AGENT][NEUTRAL] Uh, do you mind giving me just a moment?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I'm just seeing if she's available.
[CUSTOMER][NEUTRAL] Are you pinging her?
[AGENT][NEUTRAL] I'm trying to, but she
[AGENT][NEUTRAL] I'm not sure if she's available or not. It doesn't appear that she is, but I have sent her a message.
[AGENT][NEUTRAL] [PII], I'm gonna place you on a brief hold, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Ah, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. So I'm so sorry, but [PII] is not available at the moment. Is it possible that someone else could help you?
[CUSTOMER][NEUTRAL] Yes, how about [PII], please?
[AGENT][NEUTRAL] Uh, which [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if she, and she's not available at the moment either. It appears that she's probably at
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][NEUTRAL] I can see.
[AGENT][NEUTRAL] You did say [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and where are you calling from, [PII]?
[CUSTOMER][NEUTRAL] NAS
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if [PII] is available. She's possibly available.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] And I appreciate your patience, [PII], while I'm trying to see who is available.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh, you're welcome.
[AGENT][NEUTRAL] OK, so [PII] is available, so I'm gonna connect you with her. Is there anything else that, yes ma'am, is there anything else I could help you with so far before I do that?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling APL have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] This is [PII]. How can I help you?
[AGENT][NEGATIVE] Hey [PII], it's [PII]. OK, so I, hey, I have [PII] on the line. She initially asked for [PII] regarding an email that she got, but [PII]'s not available. Then she asked for [PII]'s not available, and now she's asking for you, and she didn't want to give me, she barely wanted me.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She barely wanted to tell me her first name, so I don't know what it's about, but anyway, it's not that she's ugly, she's so anyway, all right, well then, are you ready for? You're welcome. OK. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] No worries, I got it.
[CUSTOMER][POSITIVE] I appreciate you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.