AccountId: 011433970860
ContactId: 3aa14e4a-b745-42b7-943d-af3e43350e13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36229 ms
Total Talk Time (AGENT): 16137 ms
Total Talk Time (CUSTOMER): 9540 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/3aa14e4a-b745-42b7-943d-af3e43350e13_20250128T13:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I can't hear you.
[AGENT][NEUTRAL] And thank you for calling ATM. This is [PII]. How can I help you? Can you hear me now?
[CUSTOMER][NEUTRAL] I, I can't hear you. You're going in and out.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, is that better?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, I, I'm not sure what's wrong with my phone. I've been [PII].
[CUSTOMER][NEUTRAL] OK, I can't understand you. I'm sorry, I'll have to call back.