AccountId: 011433970860
ContactId: 254d24b2-095e-4153-b45e-988cfce3a36f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350119 ms
Total Talk Time (AGENT): 12581 ms
Total Talk Time (CUSTOMER): 27328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-3.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/254d24b2-095e-4153-b45e-988cfce3a36f_20250602T13:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm saying that you, you said hello.
[AGENT][POSITIVE] Yes, thank you for calling APL. Yes, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Um, I, I know, I'm calling um because um you guys updated to online services and it won't let me create my account.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Yes, sir. One moment.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.