AccountId: 011433970860
ContactId: fb34f095-71d2-4b62-9daf-6480d8746481
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325559 ms
Total Talk Time (AGENT): 76845 ms
Total Talk Time (CUSTOMER): 63571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/fb34f095-71d2-4b62-9daf-6480d8746481_20250328T19:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. How may I help you?
[CUSTOMER][NEGATIVE] You got a letter saying that you're gonna cancel my appointment because of my ENO and I just picked this up today and it says [PII]. That's a little bit crazy.
[AGENT][NEUTRAL] Um, OK. What is your first name?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] Do you, um, by chance have your new ENO or are you still waiting for it?
[CUSTOMER][NEUTRAL] I mean I have it but I won't be able to get it today because I'm not in my office. Can you, can you extend me a little bit?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I can definitely take a look at this, um, but you do have the the correct ENO, right?
[AGENT][NEUTRAL] It's just you don't have access to it?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Right now I don't and I just, I mean, I went to my mailbox and then I jumped in my car and I saw this and I was like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. I mean I could probably have it by then, but I just wanna see if you can extend it a few days.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely, let me put you on a brief hold and let me see what I can do for you, OK, [PII]?
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] OK, perfect. Um, so just as long as you can get it in by next week, um, I will send an email to our agent appointments to see if they can, um, just kind of hold off on terminating and, and then I spoke with you and and then you do have it, um, it's just gonna take a little bit so we can give you up to next week. Is that fair?
[CUSTOMER][NEUTRAL] That's fine. Can you, uh, can you send me an email?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely. What, what is your last name? How do you spell it?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] [PII] And do you spell [PII] or [PII] [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK perfect and what is your email?
[CUSTOMER][NEUTRAL] It's my name [PII] and then the initial CFP [PII].
[AGENT][POSITIVE] OK, perfect. Um, I will send you an email as well then, OK?
[CUSTOMER][POSITIVE] That'd be great thank you so much.
[AGENT][POSITIVE] Of course, you have a great weekend.
[CUSTOMER][NEUTRAL] You too see you later.
[AGENT][POSITIVE] Bye-bye. Sounds good. Bye-bye.