AccountId: 011433970860
ContactId: e6880a84-ba78-4489-b688-c0d614f31edd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145380 ms
Total Talk Time (AGENT): 44078 ms
Total Talk Time (CUSTOMER): 27163 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/e6880a84-ba78-4489-b688-c0d614f31edd_20250423T19:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Who is this? I'm sorry?
[AGENT][NEUTRAL] This is [PII] with APL. May I help you?
[CUSTOMER][NEGATIVE] Hey [PII], it's [PII] again. I just got somebody that I don't know, I lost her, we hung up. I don't know what happened. Um I need [PII] again please.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK, Ms. [PII], hold on real quick and let me see if she's available.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] I'm just gonna IM her real quick. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Don't you remember?
[AGENT][NEUTRAL] I'm just waiting for the eyeball, Ms. [PII] so I know she saw the message.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, she said she's able to take the call, so it's gonna be a brief hold while I transfer you on over to Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][POSITIVE] Bye. Have a good one.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] OK, alright, I'm transferring you now.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Hey, I've got on the other line.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hey, can you hear me?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I can hear you.
[AGENT][POSITIVE] You're welcome bye bye. OK, good.