AccountId: 011433970860
ContactId: f6725fb1-6ec6-4d24-a818-f6b1f9d34a28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249699 ms
Total Talk Time (AGENT): 52394 ms
Total Talk Time (CUSTOMER): 19611 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f6725fb1-6ec6-4d24-a818-f6b1f9d34a28_20250528T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I just, this is [PII]. I just wanna see if we had made any progress on this 18,190, you know, the group has called me twice today already.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 18,190, let me look, hang on just a second.
[AGENT][NEUTRAL] [PII], uh, this is the one from yesterday. Let me see. Hang on just a second. I haven't heard from [PII] or [PII], so let me check. Hang on a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if they submitted it. Let me check and make sure. Let me see if they've actually submitted it. Let me go that way. Give me just a second.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] all this on the phone. Hang on just a second.
[AGENT][NEUTRAL] [PII]'s on the phone. Hang on, I'm waiting on a response from her and [PII]. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]'s working on it. Um, hang on now. [PII]'s talking. Hang on a second.
[AGENT][NEUTRAL] OK, it looks like it's been submitted for approval, so we haven't got an official approval on it just yet. It looks like that we we're gonna know more on that tomorrow, um.
[CUSTOMER][POSITIVE] OK, alright, you let me know tomorrow that'd be great.
[AGENT][NEUTRAL] But it
[AGENT][POSITIVE] Yeah, yeah, OK, no worry. I'll, I'll definitely let you know tomorrow. I'll check on it first thing in the morning, OK?
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] All right, thank you. um bye bye.
[CUSTOMER][POSITIVE] Take care bye bye.