AccountId: 011433970860
ContactId: 4fc0c854-43c5-41cc-b22d-dba29cb0e248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51540 ms
Total Talk Time (AGENT): 7000 ms
Total Talk Time (CUSTOMER): 16101 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4fc0c854-43c5-41cc-b22d-dba29cb0e248_20250602T15:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. Good, uh, good morning. My name is [PII].
[CUSTOMER][NEGATIVE] And I'm calling because I was trying to log in into the website but it doesn't let me it's asking me for the group.
[CUSTOMER][NEUTRAL] I work for [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?