AccountId: 011433970860
ContactId: bfdd3530-c375-4004-86c1-5f6f6aedcd87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166350 ms
Total Talk Time (AGENT): 80524 ms
Total Talk Time (CUSTOMER): 13632 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/bfdd3530-c375-4004-86c1-5f6f6aedcd87_20250305T22:03_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hey, can I speak to, uh, [PII] please? It's [PII].
[AGENT][NEUTRAL] OK one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, OK, guys, I need some help.
[AGENT][NEUTRAL] How do you transfer a call?
[AGENT][NEUTRAL] He says, can I speak to [PII]? It looks like we just got disconnected. [PII]. OK, um, go to the book.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's go here. OK then um.
[AGENT][NEUTRAL] Go to [PII], like in your chat.
[AGENT][NEUTRAL] Yeah, I'm right here that it's like going to.
[AGENT][NEUTRAL] Why it's hurting
[AGENT][NEUTRAL] I see that.
[AGENT][NEUTRAL] Alright, and then go on.
[AGENT][POSITIVE] Yeah excellent once again and then it's fricking number to number 5.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And then I then um.
[AGENT][NEUTRAL] 145
[AGENT][NEUTRAL] So that you can have the delete button.
[AGENT][NEUTRAL] Make sure I, yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 608.
[AGENT][NEUTRAL] 6052.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 1.5.
[AGENT][NEUTRAL] 6086052.
[AGENT][NEGATIVE] I was like, um, guys, we didn't learn how to do this.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, from her.
[AGENT][NEUTRAL] And then resume with [PII] and tell him that [PII] called and thought she's busy right now. Hey [PII], um, I was trying to reach out to [PII]. I'm gonna actually just have her give you a call back. Is that OK?
[CUSTOMER][POSITIVE] Sure, tell her I'm working on, uh, on, on the forms and to call me. I'll I'll take I'm just waiting on her call. Thank you.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Bye.