AccountId: 011433970860
ContactId: cbde3a0e-5a32-4769-8083-12ad18d93003
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163559 ms
Total Talk Time (AGENT): 51861 ms
Total Talk Time (CUSTOMER): 61467 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cbde3a0e-5a32-4769-8083-12ad18d93003_20250117T17:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Well, [PII], I was speaking to [PII].
[CUSTOMER][NEUTRAL] Uh, this is [PII], and, uh, she said, are you still there, [PII]? And I was saying, yes, I'm here. And finally, I guess she hung up. Um, the call dropped or something, but I think she couldn't hear me. I could hear her. Um, is there any way I can get reconnected with the person I was talking to?
[AGENT][NEUTRAL] Yeah, let me reach out to [PII] real fast and um.
[CUSTOMER][NEGATIVE] Tell her it's [PII] and I was giving her my current address because I received a notice, two notices in one envelope. It was sent to the wrong address.
[AGENT][NEUTRAL] And see if
[AGENT][NEUTRAL] Oh goodness, OK, yes. OK, let me get see if [PII] is available.
[AGENT][NEUTRAL] Alright, and just one second, I did just send her a notice asking if she was still there or free.
[CUSTOMER][NEUTRAL] can help me, uh, started taking my current address, but I can repeat it to you and then.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] No worries. She is free. If you don't mind, I can just put you on a quick hold and transfer you on over.
[CUSTOMER][NEUTRAL] Let's hope it doesn't drop.
[AGENT][POSITIVE] OK perfect I'm gonna put you on a super quick hold and I have the number [PII]. If it does drop I can call you back.
[CUSTOMER][POSITIVE] That's correct. Thank you, [PII], for our, for taking that number.
[AGENT][POSITIVE] Absolutely, absolutely. OK, perfect. So let me go ahead. I'm gonna put you on a quick hold and I'm gonna get you on the line with Ms. [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Yeah.
[AGENT][NEUTRAL] Hey, it's [PII]. I've got [PII] on the line for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi, [PII], are you still there?
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][POSITIVE] Perfect. I've got [PII] on the line she's gonna take that back on over for you, OK?
[CUSTOMER][POSITIVE] Thank you dear.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].