AccountId: 011433970860
ContactId: 226bf6b3-0b9f-4baa-990c-d2401fdffc30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131380 ms
Total Talk Time (AGENT): 20128 ms
Total Talk Time (CUSTOMER): 15439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/226bf6b3-0b9f-4baa-990c-d2401fdffc30_20250429T20:17_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need [PII] or [PII] please.
[AGENT][NEUTRAL] OK, and may I tell her, tell them who is calling?
[CUSTOMER][NEUTRAL] My name is [PII] from NAS.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] NAS, correct.
[AGENT][NEUTRAL] OK, thank you. Excuse me, just one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm sorry, I'm not able to get a hold of either one of those ladies at the moment. If I could take a message or take a phone number, I could have them call you back if you don't mind.
[CUSTOMER][POSITIVE] Um, let me send them both an email. I appreciate it. Thank you.
[AGENT][POSITIVE] OK, thanks for contacting ATF.
[CUSTOMER][POSITIVE] Have a good