AccountId: 011433970860
ContactId: 138100fc-a022-4f20-b474-a8d1e6dcb39c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86900 ms
Total Talk Time (AGENT): 45420 ms
Total Talk Time (CUSTOMER): 20202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/138100fc-a022-4f20-b474-a8d1e6dcb39c_20250425T13:50_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, um, can I please have [PII]?
[AGENT][NEUTRAL] Uh, let's see if she is here. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Let's see if Miss [PII] is.
[CUSTOMER][NEUTRAL] She is with customer engagement and claims.
[AGENT][NEUTRAL] Yes, I know where she's, I mean, where what department she works in. It just says that she's in a meeting and she's not free until another 20 minutes, um, because her light is red. Um, would you like me to have her call you back or would you just want to call back in, in about 20 minutes?
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I, I will.
[CUSTOMER][NEUTRAL] Can you have her call me? What's her extension?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Her number, her number is actually [PII], she has a completely, I'll just give you her direct phone number.
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect. I'll call her back.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.