AccountId: 011433970860
ContactId: 47eafce2-f6f5-432c-97a9-33120f927063
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118620 ms
Total Talk Time (AGENT): 29298 ms
Total Talk Time (CUSTOMER): 36827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/47eafce2-f6f5-432c-97a9-33120f927063_20250217T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My first name is.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] I thank you.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] If you can hear me, I cannot hear you very well at all. It is very quiet.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][POSITIVE] Oh yes, that's much better thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] It is one of our thank you.
[AGENT][NEUTRAL] OK, I'm not sure if it's cutting out or if your microphone is muffled, but I'm not understanding you.
[CUSTOMER][NEUTRAL] Oh, OK, ma'am, some with my headgear I need and I will dial the number again, OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It's hello?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Um, kind of,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am, the, uh, I need to hang up this call. Uh, there is some issue with this call. OK, ma'am. Bye for now.
[AGENT][NEUTRAL] That's I'm sorry, I don't know if it's a bad connection or the microphone is extremely muffled, but I'm not understanding you.
[CUSTOMER][NEUTRAL] Um, uh, OK, ma'am. You need to hang up the call. There's some issue with with the call connected.