AccountId: 011433970860
ContactId: db91d8a5-8dbe-4cac-bf22-6572b55b6c5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197970 ms
Total Talk Time (AGENT): 49340 ms
Total Talk Time (CUSTOMER): 57362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/db91d8a5-8dbe-4cac-bf22-6572b55b6c5e_20250228T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This speaking.
[CUSTOMER][NEUTRAL] Yes, good morning. May I speak with [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Sure. I'm [PII]. I'm calling from group number.
[CUSTOMER][NEUTRAL] Hold on, um.
[CUSTOMER][NEUTRAL] Let me get the number before.
[CUSTOMER][NEUTRAL] She, she, I mean, she said that she's gonna call me at [PII], but she hasn't. [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, and Ms. Nice, verify the group name and mailing address for me, please.
[CUSTOMER][NEUTRAL] Yes, the name of the group is Southern Wings Hospital.
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][NEUTRAL] At the mailing address for the group?
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] OK, thank you. And let me see if she is available. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she is available. Give me one moment, I'm trying to look for her extension.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thanks for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. Um, I have Ms. [PII] calling. Uh, she said you're supposed to call her 11, she hadn't heard from me. It's not 11 yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, she's in [PII]. She's in [PII] and I completely thought of forgot about the time change.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Uh, are you ready, [PII]?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] All right. Well, thank you, ma'am. You have a great one.
[CUSTOMER][POSITIVE] Thanks, you as well.
[AGENT][NEUTRAL] Bye.