AccountId: 011433970860
ContactId: 22806b77-9605-44d7-a7ac-84ee716aa42e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 17469 ms
Total Talk Time (AGENT): 7991 ms
Total Talk Time (CUSTOMER): 12129 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/22806b77-9605-44d7-a7ac-84ee716aa42e_20250414T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And what's your birthday?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], I'm sorry, it's [PII] and I was trying to get benefits, but somebody just came to my window. Can you, can you hold one minute?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ah
[AGENT][POSITIVE] Yes, ma'am, I can.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.