AccountId: 011433970860
ContactId: d256720e-589c-4a47-9111-0c32a203844b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97279 ms
Total Talk Time (AGENT): 37356 ms
Total Talk Time (CUSTOMER): 70856 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d256720e-589c-4a47-9111-0c32a203844b_20250117T18:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hey, [PII], what's going on?
[CUSTOMER][NEUTRAL] Hey how are you?
[AGENT][NEUTRAL] This is [PII]. What's going on?
[CUSTOMER][NEUTRAL] Yeah, can you, can you hear me OK?
[AGENT][NEUTRAL] I sure can.
[CUSTOMER][NEUTRAL] Can you hear me? Oh, good. OK. Hey, [PII], um, it's with regard to group 2. I'm just trying to help, uh, I'm trying to help the helpless like uh like.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's group number
[CUSTOMER][NEUTRAL] Yeah, I know. What are you gonna do? It's 26,900.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's called Bali North America. If I give you social, would you, would you think, or would you know if I could get my hands on her Gap card, uh, instead of waiting for like tomorrow morning?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Don't have it, [PII]. It's not gonna be the, uh, I mean, I, I can.
[CUSTOMER][NEUTRAL] OK, OK, so you, you have almost the same access. I got you. I didn't know any better. I don't know if you had different access. OK. All right, her surgery is not until Wednesday, so I got a couple of days to, to breathe. Hey, uh, are we open Monday?
[AGENT][NEUTRAL] Yeah, I don't
[AGENT][NEGATIVE] No, unfortunately.
[AGENT][NEUTRAL] Yeah, check back with me on Monday. No.
[CUSTOMER][NEUTRAL] No, no, it should it should post on Saturday or Sunday the latest, um, but are we, are we open Monday? You're saying we are?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No. No, we are not.
[CUSTOMER][NEUTRAL] Oh, we aren't. OK. All right, then that's fine. OK, hopefully it'll drop tomorrow morning. All right, thanks, [PII]. That's it for today. I'm.
[AGENT][NEUTRAL] Yeah, and if not, and if, and if you don't ever see it, just call me first thing Monday or Tuesday morning.
[CUSTOMER][POSITIVE] Tuesday, yeah, OK, alright, no problem, [PII]. Alright, I appreciate it. Alright, thanks. Alright, bye bye. You too.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sounds good, too. Have a bye.