AccountId: 011433970860
ContactId: 41c09285-b217-430c-abed-9b4dd1afb55c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294779 ms
Total Talk Time (AGENT): 17831 ms
Total Talk Time (CUSTOMER): 19897 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/41c09285-b217-430c-abed-9b4dd1afb55c_20250314T20:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII].
[CUSTOMER][NEUTRAL] And my uh code thing is 256-6030.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir. Hold on one moment. I'm pulling up your, your policy.
[AGENT][NEUTRAL] OK, and Mr. [PII], this is [PII], the same person that you spoke with earlier. You want to see if your documents have been received?
[CUSTOMER][POSITIVE] Yeah, I would, I'll fax them all to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] About 20 minutes ago, yeah.
[AGENT][NEUTRAL] Hold on one moment I'm gonna check for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] A
[CUSTOMER][NEGATIVE] You are on hold.