AccountId: 011433970860
ContactId: eb657df4-d44d-41c3-a56f-78005620d04b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217559 ms
Total Talk Time (AGENT): 35948 ms
Total Talk Time (CUSTOMER): 64516 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/eb657df4-d44d-41c3-a56f-78005620d04b_20250619T12:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling AP It's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, I'm, hey, it's [PII]. I was, um, trying to test some, the, I was trying to test somebody's extension.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I wasn't trying to really get the cue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you, ma'am.
[AGENT][NEGATIVE] I'm like, why am I getting a call? I, I cause I didn't.
[AGENT][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] Did it come through the queue or did it go?
[CUSTOMER][NEUTRAL] How, how did you get the call? Cause it wasn't your extension.
[AGENT][NEUTRAL] Uh, looks like it, I guess it came through the queue cause it wasn't through teams nothing. It just it just came up [PII].
[CUSTOMER][NEUTRAL] Did this call you?
[CUSTOMER][NEUTRAL] Are you logged into Amazon Connect?
[AGENT][NEUTRAL] Yes, I always, um, log in even though we're not on the phone.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Stay, stay on the line, please. Let me see if I can trace it, how it got to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my my mama.
[CUSTOMER][NEUTRAL] Where do I go?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Cancer.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I don't think that came through the queue.
[CUSTOMER][NEUTRAL] I don't know how it got to you.
[CUSTOMER][NEGATIVE] Like it shows 0 queued calls. I mean there were 0 calls pushed through the queue.
[AGENT][NEUTRAL] I guess maybe it was straight through, but I can't, I don't, I can't say that, um, how, um, I don't never know until I'm secure not just, I don't know.
[CUSTOMER][NEUTRAL] I wonder how I got to you there.
[CUSTOMER][NEUTRAL] Like, that is the strangest thing.
[CUSTOMER][NEUTRAL] And it's, it's not your extension, so it shouldn't have been a direct call. I'm gonna see if I can trace my number.
[CUSTOMER][NEUTRAL] And see if it, see if it shows me like that.
[CUSTOMER][POSITIVE] Thank you though.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye.