AccountId: 011433970860
ContactId: 324236ee-daae-43d9-9888-5321896f40ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109040 ms
Total Talk Time (AGENT): 14899 ms
Total Talk Time (CUSTOMER): 3009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/324236ee-daae-43d9-9888-5321896f40ae_20250327T18:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm not sure if you can hear me. I cannot hear you.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] No one in the line that's connecting the call.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.