AccountId: 011433970860
ContactId: da6525ec-ff2d-4578-82a5-92427efd9a69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143119 ms
Total Talk Time (AGENT): 47398 ms
Total Talk Time (CUSTOMER): 55748 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/da6525ec-ff2d-4578-82a5-92427efd9a69_20250311T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], could you pull up uh a group of 26696 please?
[AGENT][NEUTRAL] Sure. Give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, 26696. Um I'm looking to see if I can get a new hire a copy of his ID card. His name is [PII].
[AGENT][NEUTRAL] OK, do you want like uh the paper one or do you want the actual plastic one?
[CUSTOMER][NEUTRAL] Uh, both. I wanna email him one because he's a new hire.
[AGENT][NEUTRAL] OK, so the paper one will go through email and then the um plastic one will go through as mail.
[CUSTOMER][NEUTRAL] Yeah, do you know if they've ever mailed him one?
[AGENT][NEUTRAL] They should have. I don't that's um new business when they set it up that's their department but um I mean I can definitely request one to see if they can send it again.
[CUSTOMER][NEUTRAL] So let's do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I will get it sent over. Do you want me to send the copy to the email to him or to you?
[CUSTOMER][NEUTRAL] Uh, the email to me.
[AGENT][NEUTRAL] OK, I'll send it over.
[CUSTOMER][POSITIVE] OK perfect though.
[AGENT][NEUTRAL] All right. All right. Well.
[CUSTOMER][NEUTRAL] Let me ask you a question on a couple other people just before I get off with you.
[CUSTOMER][NEUTRAL] I have a lot of notes from this group.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I'd love to get a card for [PII] as well.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, both the plastic and the paper one?
[CUSTOMER][NEUTRAL] Please, you know, these are 2 new 2 new employees to this group.
[AGENT][NEUTRAL] OK, I will get it sent over that is that it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah that'll be it that's it for today thank you much appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, of course, I hope you have a good day.
[CUSTOMER][POSITIVE] Take care you too bye.
[AGENT][NEUTRAL] OK