AccountId: 011433970860
ContactId: 06cd1315-7d90-407a-9929-a05e642f925a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82839 ms
Total Talk Time (AGENT): 24889 ms
Total Talk Time (CUSTOMER): 12187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/06cd1315-7d90-407a-9929-a05e642f925a_20250326T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hey [PII], is uh [PII] available?
[AGENT][NEUTRAL] Um, let me put you on hold for a brief moment. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] Warranty. OK, let me put you on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], your man [PII] is on the phone for you, so I'm gonna try your man [PII].
[AGENT][POSITIVE] He's asking for you so I'm gonna, OK, perfect.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] I think it might just be me. I think I might have ended the call. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well just send them back to me when he calls back.
[AGENT][NEUTRAL] OK