AccountId: 011433970860
ContactId: 2e47d6fb-f8f4-4a8c-9f6c-022d55208f19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100139 ms
Total Talk Time (AGENT): 19939 ms
Total Talk Time (CUSTOMER): 37279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2e47d6fb-f8f4-4a8c-9f6c-022d55208f19_20250611T17:55_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII], how are you?
[AGENT][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] You know I just got disconnected. I was trying to reach [PII] at extension [PII].
[CUSTOMER][NEGATIVE] And uh when someone um was trying to transfer me it disconnected us.
[AGENT][POSITIVE] OK, perfect. Let me get you.
[CUSTOMER][NEUTRAL] [PII], uh, I believe her extension is [PII].
[AGENT][NEUTRAL] Yeah, I'm looking up. I have to call her, her full number uh [PII]. OK, give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], um.
[CUSTOMER][POSITIVE] Yeah [PII], yeah, yeah, send him on through. Thank you.
[AGENT][NEUTRAL] This is, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII]. Oh.
[CUSTOMER][NEUTRAL] Hi [PII].