AccountId: 011433970860
ContactId: fe7d3934-354f-49be-b5ed-0b2b4b77017a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128080 ms
Total Talk Time (AGENT): 46554 ms
Total Talk Time (CUSTOMER): 27889 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/fe7d3934-354f-49be-b5ed-0b2b4b77017a_20250317T18:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, can I please speak with [PII]?
[AGENT][NEUTRAL] Sure. May I have your name?
[CUSTOMER][NEUTRAL] [PII] from NAS.
[AGENT][NEUTRAL] OK, hold on one second. And [PII], is it OK if I place you on just a brief hold while I reach out to [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you so much for holding. Um, so [PII] is gone on lunch. She looks like she's been gone for about 49 minutes. So she has like maybe 1011 minutes left. Um, did you want me to send her like an email to give you a call back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you send her a message telling her to please look at my email?
[AGENT][POSITIVE] Definitely. OK.
[CUSTOMER][NEUTRAL] OK, thank you, and it's regarding business information systems Group 19045.
[AGENT][NEUTRAL] OK, and then what's a good contact number for you just in case, just to put in the email?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll go ahead and send this over to her now. I'll send it urgent.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.