AccountId: 011433970860
ContactId: 377045aa-3dda-4147-85aa-65975f77a78e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 39599 ms
Total Talk Time (AGENT): 10438 ms
Total Talk Time (CUSTOMER): 11541 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/377045aa-3dda-4147-85aa-65975f77a78e_20250418T13:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], is there any way you can tell me if [PII] is in today?
[AGENT][NEUTRAL] Um, I'm new, so I am not sure. Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is she a part of the care team?
[CUSTOMER][NEGATIVE] I'm not sure customer service.
[CUSTOMER][POSITIVE] Uh, I'll call right back. I got another line. I'm so sorry. Call back.
[AGENT][NEUTRAL] Oh, OK.