AccountId: 011433970860
ContactId: f18475f1-97b6-491d-9f22-ba30f76a44ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143809 ms
Total Talk Time (AGENT): 48752 ms
Total Talk Time (CUSTOMER): 43478 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f18475f1-97b6-491d-9f22-ba30f76a44ed_20250331T22:58_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I just got, I got disconnected from [PII]. I was talking to her. Is there a chance I could talk with her, or?
[AGENT][NEUTRAL] Let me see if she is available. Bear with me. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Yeah, I was moving my phone and I accidentally hung up.
[AGENT][NEUTRAL] Alright, let me see if she is available. Hang on just a second.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, hang on a second.
[AGENT][NEUTRAL] I'm getting you to her, so bear with me just one second.
[CUSTOMER][POSITIVE] Fine, thank you.
[AGENT][POSITIVE] I am so sorry. Let me try that a different way. Hang on.
[CUSTOMER][POSITIVE] No, no problem.
[AGENT][NEUTRAL] All right, one moment, please, sir.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, are you ready for Mr. [PII]? You need me to send, uh, [PII] a message?
[CUSTOMER][POSITIVE] Um, if you wouldn't mind, I would really appreciate that. I was just about to find that email, see who it was.
[AGENT][POSITIVE] I'll do it. I'll do it. Hang on just a second. I mean, I'm gonna send [PII] to you and I'll take care of [PII]. Here he comes.
[CUSTOMER][POSITIVE] OK appreciate it.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I don't know how to see um my um phone number.
[AGENT][POSITIVE] Not a problem. I pulled it up.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][NEUTRAL] Thank you. Bear with me. I'm sorry, I'm trying to type in the.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, Mr. [PII], I've got [PII] on the line and she will take care of you.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. I appreciate you.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][POSITIVE] Good thanks, [PII] bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], sorry about that. I went to move my phone and I hit my freaking hang up button.