AccountId: 011433970860
ContactId: 1736b809-1042-4320-9ded-3b2e3e86901e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 17899 ms
Total Talk Time (AGENT): 10431 ms
Total Talk Time (CUSTOMER): 14790 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1736b809-1042-4320-9ded-3b2e3e86901e_20250205T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Oh gosh, [PII], I didn't mean to call Broker Resources. I apologize. Oh, I just realized that when you said [PII], I'm like, that's not big. Thank you, ma'am. OK, all right, bye bye.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] You're fine.
[AGENT][POSITIVE] Yeah OK. Yeah, have a good day. Bye.