AccountId: 011433970860
ContactId: 51e83fa2-625f-404a-a261-9b14dfc43cbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61159 ms
Total Talk Time (AGENT): 17441 ms
Total Talk Time (CUSTOMER): 25760 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/51e83fa2-625f-404a-a261-9b14dfc43cbe_20250121T16:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] I'm fine [PII] how are you doing?
[CUSTOMER][POSITIVE] Good, good, thanks. Can you look at um group 16953 for me, American Bank Shores?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, I know [PII] is losing the group now to [PII], but who was the broker before [PII]?
[AGENT][NEUTRAL] OK, let me see what we show.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] That's it. Easy peasy.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Yeah you can call me with that stuff all day long, [PII].
[CUSTOMER][NEUTRAL] I try to only find those problems. I don't control the others.
[AGENT][POSITIVE] All right, we'll talk to you soon.
[CUSTOMER][POSITIVE] Have a good day bye.
[AGENT][NEUTRAL] Mm