AccountId: 011433970860
ContactId: 39e961d4-5477-43f4-9d92-57504a4c0b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129160 ms
Total Talk Time (AGENT): 46696 ms
Total Talk Time (CUSTOMER): 17469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/39e961d4-5477-43f4-9d92-57504a4c0b63_20250527T17:49_UTC.wav
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[AGENT][NEUTRAL] APL disappearing.
[CUSTOMER][NEUTRAL] Hi, I just got cut off speaking with [PII]. Is it possible you could switch me over to her?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] when I was on a team's call.
[AGENT][NEUTRAL] It was like when you went everybody was was like [PII] [PII] was on colleague.
[AGENT][NEUTRAL] Getting the team's call. No one's gonna be on the phone.
[AGENT][NEUTRAL] Yeah I'm trying to call [PII] back.
[AGENT][NEUTRAL] Because it's me, I only want.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[AGENT][POSITIVE] Yeah, I'm sorry.
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] She, obviously she just came back.
[AGENT][NEUTRAL] Just wanna go a break, you know, little 15.
[AGENT][NEUTRAL] The major
[AGENT][NEUTRAL] Sir, you gonna have to talk to me because [PII] ain't there.
[AGENT][NEUTRAL] I know for the me.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hey what's up?
[AGENT][NEUTRAL] Um, this guy said he got disconnected from you and he only wanted to talk to you.
[CUSTOMER][NEUTRAL] Was it [PII]? He hung up on me and then I'll get another call. So yeah, send him on through.
[AGENT][NEUTRAL] Yeah, fever, OK.
[AGENT][NEUTRAL] Um.