AccountId: 011433970860
ContactId: 50c587ba-f7c6-4b26-b4ed-b119dd177416
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79650 ms
Total Talk Time (AGENT): 24184 ms
Total Talk Time (CUSTOMER): 28829 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/50c587ba-f7c6-4b26-b4ed-b119dd177416_20250610T19:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I have a question on a letter I received.
[AGENT][NEUTRAL] OK, I could take a look at that letter, get some clarification for you. Um, I'm so sorry, would you mind repeating your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, so you received this letter from us and you're just confused as to what it means?
[CUSTOMER][NEUTRAL] Yeah, I need the clarification on it, yeah.
[AGENT][NEUTRAL] OK, let's see if I can get that pulled up and I could just take a look at it with you, um, [PII], do you have, uh, well, first, can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Are you still there? I don't hear you.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm on a landline, so it must be on your side.
[CUSTOMER][NEUTRAL] I'll try calling back. Thank you, [PII]. Bye.