AccountId: 011433970860
ContactId: ca867408-b1c9-4fef-9e84-6bbf02e49fb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238460 ms
Total Talk Time (AGENT): 49597 ms
Total Talk Time (CUSTOMER): 43854 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ca867408-b1c9-4fef-9e84-6bbf02e49fb3_20250311T13:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, is [PII] available?
[AGENT][NEUTRAL] I can check and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from NAS.
[AGENT][NEUTRAL] OK, and um let me have a callback number just in case we get disconnected, [PII].
[CUSTOMER][NEUTRAL] Um, 1, hold on, [PII].
[AGENT][NEUTRAL] And is she expecting your call, Ms. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK. What's the group number?
[CUSTOMER][NEUTRAL] I don't have one. I just need to speak with her, please.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. She's in a meeting right now. She said if it's OK if she can call you back when she's over.
[CUSTOMER][NEUTRAL] OK, can you please let her know it's time sensitive. It's regarding an email I just sent her that I had sent her on Friday.
[AGENT][NEUTRAL] 1.
[CUSTOMER][NEUTRAL] It's on [PII]
[AGENT][NEUTRAL] OK, can you spell that one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and what is, um, it's gonna be the same callback number you provided to me the [PII]. OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Anything else that you would like me to send in the message?
[CUSTOMER][POSITIVE] Nope, thank you very much. I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling. You as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.