AccountId: 011433970860
ContactId: 351a60d6-0ec0-4e01-bc5c-7aa8d380234a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64440 ms
Total Talk Time (AGENT): 16778 ms
Total Talk Time (CUSTOMER): 38981 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/351a60d6-0ec0-4e01-bc5c-7aa8d380234a_20250606T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Broker Resources. Can you correct an email address on a group for me for the group contact?
[AGENT][NEUTRAL] What's it.
[AGENT][POSITIVE] That's a great number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] We have an
[CUSTOMER][NEUTRAL] Yeah, so her email address is [PII], but on borrow it there's an extra you in front of the [PII] It's supposed to be [PII].
[AGENT][NEUTRAL] So [PII] OK.
[CUSTOMER][NEUTRAL] Yeah, take out the the uh the first [PII]
[AGENT][POSITIVE] All right, look at it now and see if that's good.
[CUSTOMER][NEUTRAL] [PII] OK, let me, let me get out of it one second.
[CUSTOMER][POSITIVE] Yes, perfect, thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][POSITIVE] Have a good day. Bye.
[AGENT][NEUTRAL] You too, bye.