AccountId: 011433970860
ContactId: bbfcc971-6533-43fe-a517-94178755c768
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85550 ms
Total Talk Time (AGENT): 46497 ms
Total Talk Time (CUSTOMER): 39278 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/bbfcc971-6533-43fe-a517-94178755c768_20250205T21:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] returning your call.
[AGENT][NEUTRAL] Hi, Mr. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm wonderful, thank you.
[AGENT][NEUTRAL] Good, uh, well, I just got your, uh, other email and that's all I was calling to tell you was that I thought you may have attached the wrong thing, um, so I've got.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][POSITIVE] I did. I am so sorry. I, I mean, got it, printed it with her, got her to sign it, came back, scanned it in.
[AGENT][POSITIVE] No, no, it's all right.
[CUSTOMER][NEUTRAL] You know, sent a little email and attached it and I attached the original word, not the PDF.
[CUSTOMER][NEUTRAL] I stand in. I'm.
[AGENT][NEUTRAL] Yes, sir. I figured that's what had happened. It's all right. It's no big deal. I've got your, I got it though. I got your other email that you sent, um, so give me just a little bit to process it and everything else is good. I just needed that, so.
[CUSTOMER][NEUTRAL] OK. All right. Thank you. So what, what is your name now?
[AGENT][NEUTRAL] Memory.
[CUSTOMER][NEUTRAL] I thought my memory, oh, OK. I thought I, I did when you answered I didn't, but I thought that's who I sent the email to.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] No problem. You have a good day. You too. Bye-bye.
[CUSTOMER][POSITIVE] OK, have a great day.
[CUSTOMER][NEUTRAL] All right bye bye.