AccountId: 011433970860
ContactId: 15891f65-8bc7-4438-bfc2-cde4e1b10b0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48310 ms
Total Talk Time (AGENT): 24319 ms
Total Talk Time (CUSTOMER): 34782 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/15891f65-8bc7-4438-bfc2-cde4e1b10b0b_20250623T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I'm just testing my phone.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Let's see if it works. OK, thank you [PII]. Well, it's going, it's not going to my voicemail. It goes directly. It goes back to the queue, and that's what I was trying to find out. OK, well, thank you.
[AGENT][POSITIVE] It's working. OK, bye.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh, cause I know last time somebody had called for you and it went to the queue cause I had got the call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that, I think it was, um, [PII] had tried doing it and it's doing the same thing. OK, that's what I needed to find out. Thank you. I'm gonna try it again. I'm gonna log out of the phone and see what happens then so you may get me again, OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. Bye-bye.
[CUSTOMER][POSITIVE] OK thanks bye bye.