AccountId: 011433970860
ContactId: dda9b6fb-346b-4694-b3c9-8664650ca68c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127919 ms
Total Talk Time (AGENT): 68660 ms
Total Talk Time (CUSTOMER): 46147 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/dda9b6fb-346b-4694-b3c9-8664650ca68c_20250225T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, it's [PII] again. This email address isn't letting me uh send it. Would you read it to me one more time? Maybe I wrote something.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's OK. Actually, if you, yeah, it's [PII] sales, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] You wanna do it while I'm on the phone?
[CUSTOMER][NEUTRAL] Maybe I get something.
[CUSTOMER][NEUTRAL] Let me try. I must be hitting, I must have hit something wrong when I sent it and it kicked it back. So let's see. OK. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If not, I can send you an email, yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] AM
[CUSTOMER][NEUTRAL] Have a look.
[CUSTOMER][NEUTRAL] [PII]. There it is. OK. I'm shooting it to you now, let's see if it goes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Looks like it took it. I must have hit something wrong.
[AGENT][NEUTRAL] Oh what happens I do it all the time. I'm always like, um, I feel bad because I'm always like, can you give me your email address again because I think I did something wrong. I do it. I know, crazy. See, takes a minute for it to come through.
[CUSTOMER][NEUTRAL] I know, it's like, OK.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Not being pokey.
[AGENT][NEUTRAL] I haven't rejected on your end of it. I'm sure it's coming through. I know it takes a minute sometimes for it to come through. Let me refresh again. I get that folder to refresh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] Let me keep an eye out for it. Um, it should come through. I'll shoot, I'll shoot you an email if I don't get it in the next 10 minutes or so, OK?
[CUSTOMER][NEUTRAL] OK, and if you don't get it, just let me know.
[CUSTOMER][NEUTRAL] OK. Sounds like a plan. Uh bye-bye.
[AGENT][POSITIVE] Alright, alright, talk to you soon bye bye.