AccountId: 011433970860
ContactId: cd72ed25-9cc0-428f-8cc2-eacdc0cb7924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129059 ms
Total Talk Time (AGENT): 74381 ms
Total Talk Time (CUSTOMER): 57906 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/cd72ed25-9cc0-428f-8cc2-eacdc0cb7924_20250523T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, it's been a while. Hey, [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] I'm well. How are you, [PII]?
[CUSTOMER][NEUTRAL] Good, um, I got a weird message from this lady named [PII] um on a super special secret line nobody knows about, so I'm returning your call. Do you know who she is?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] I don't. What's it's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], she didn't give me an extension, she just told me to call.
[AGENT][NEUTRAL] Oh, customer experience coordinator.
[CUSTOMER][NEUTRAL] Maybe it's in claims.
[AGENT][NEUTRAL] Um, she's, that's weird. She's not here though. Did you get it today? Oh, last seen 8 minutes ago.
[CUSTOMER][NEUTRAL] Yeah, just
[AGENT][NEUTRAL] She's out of office until the [PII], so maybe just fine, no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] She might, he might just be out until next yeah until Tuesday because it's [PII] on Monday, um.
[CUSTOMER][NEUTRAL] Mm Tuesday, OK.
[CUSTOMER][NEUTRAL] Alright, what's, what's her, what's her, uh, job title? What does she do? Does she claims or something or what?
[AGENT][NEUTRAL] Well she's I don't know if she's claims. I think she's customer like customer care basically.
[CUSTOMER][NEUTRAL] OK, alright, uh, can you put me over to, uh, [PII]? She's like, you know, she might know what's going on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Everybody talks about me over there.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] But they do. Um, she is, she's unavailable.
[CUSTOMER][POSITIVE] Uh, OK. All right, I, God gave me enough excuses. I'm done. All right, you take it easy. You have a great long weekend, OK?
[AGENT][POSITIVE] I'm sorry, yeah, you too enjoy. I'll do you want me to have, do you want me to let [PII] know that you called back or do you wanna try on Tuesday?
[CUSTOMER][POSITIVE] Thanks, it's all good. All right, thanks.
[CUSTOMER][NEUTRAL] I mean, do you have an email address and I'll just email her that way I don't forget about it.
[AGENT][NEUTRAL] Yeah, yeah, it's, it's still, so it's just [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] Alright thanks a lot. I'll be good. Alright, bye.
[CUSTOMER][POSITIVE] Thanks for [PII].
[AGENT][POSITIVE] Yeah, of course. Hope you have a good day, bye.