AccountId: 011433970860
ContactId: be5800bc-6813-415c-951d-8cddee0fcddb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196050 ms
Total Talk Time (AGENT): 56148 ms
Total Talk Time (CUSTOMER): 74532 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/be5800bc-6813-415c-951d-8cddee0fcddb_20250529T14:25_UTC.wav
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[AGENT][NEUTRAL] APL is.
[CUSTOMER][NEUTRAL] I'm sorry, who is this?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Did you say I'm sorry, we don't have a very good connection. You're, there's an echo.
[AGENT][NEUTRAL] So pairing.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, with a [PII]
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Parents
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], this is [PII] with the care team, and I have got a gentleman on the line by the name of [PII], and he was calling to find out if a group is active or not. He says he's with [PII], and [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But he was not able to verify the agent's name that we show on the account.
[AGENT][NEUTRAL] That you.
[CUSTOMER][NEUTRAL] So I did not provide him any information on the group. The group number is 1667.
[AGENT][NEUTRAL] Um, yes, I can hear you. um, but I won't be able to write him anything either because I'm just gonna ask her the same question, but.
[CUSTOMER][NEUTRAL] I'm sorry, can you hear me? There's something very loud in the background with you where you are.
[CUSTOMER][NEUTRAL] So, but I do know, yes, the group is 16674.
[CUSTOMER][POSITIVE] And I do know that you all have a little more access to seeing some information than we do so.
[AGENT][NEUTRAL] Like
[AGENT][POSITIVE] Over there I got OK.
[AGENT][NEUTRAL] Alright, I'll just let him know that I can sure.
[CUSTOMER][NEUTRAL] Alright, are you ready for paring?
[CUSTOMER][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] on the part of
[CUSTOMER][NEUTRAL] Yes, sir. I'm so sorry, but I can only hear someone else that's in the background talking.
[AGENT][NEUTRAL] Well, I'm sorry, I'm in the office and we sitting right next to each other.
[CUSTOMER][NEUTRAL] Yeah I know it's hard when you're in the office like that. OK, are you ready to speak to [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much and have a good day.
[AGENT][POSITIVE] I find it funny.
[AGENT][POSITIVE] It was so OK.
[CUSTOMER][NEUTRAL] The nature of the bees.
[CUSTOMER][NEUTRAL] OK, so I'm here if you need anything else, you let me know, OK.
[CUSTOMER][NEUTRAL] Yeah