AccountId: 011433970860
ContactId: 088ca135-b13b-4a51-bb72-55e1fa293b7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149339 ms
Total Talk Time (AGENT): 26349 ms
Total Talk Time (CUSTOMER): 29540 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/088ca135-b13b-4a51-bb72-55e1fa293b7b_20250327T17:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is Sh[PII]How may I assist you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] May I speak to your IT department please?
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEGATIVE] Mi[PII]rom Aech Computer Recycling.
[CUSTOMER][NEUTRAL] 40[PII]
[CUSTOMER][NEUTRAL] [PII]4[PII]
[AGENT][POSITIVE] [PII]hank you, ma'am. Could you repeat your name for me again?
[CUSTOMER][NEUTRAL] Mi[PII].
[CUSTOMER][NEUTRAL] At Afterech Computer recycling.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you, the reason for your call, did you ask to speak to someone or did you want?
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, I, I was gonna, I was, I was seeing if y'all had any surplus IT equipment you'd like to sell a recycle.
[AGENT][NEUTRAL] Oh no, no, ma'am, I thought you were calling in regards to benefits, so I'm not sure who it is that you need to speak with. This is the claims department, but let me verify if some there's someone for you to talk to, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.