AccountId: 011433970860
ContactId: 52f500ae-2ed7-47a7-9613-ab2de8901c59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184020 ms
Total Talk Time (AGENT): 20979 ms
Total Talk Time (CUSTOMER): 1189 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/52f500ae-2ed7-47a7-9613-ab2de8901c59_20250205T20:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Not sure if you can hear me, but I cannot hear you. Please call us back at [PII]. No one on the line disconnecting the call.
[CUSTOMER][NEGATIVE] You are on hold.