AccountId: 011433970860
ContactId: 53cb9974-55fc-4e9c-af4d-d4d52b0a0cab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 29100 ms
Total Talk Time (AGENT): 19937 ms
Total Talk Time (CUSTOMER): 11096 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/53cb9974-55fc-4e9c-af4d-d4d52b0a0cab_20250328T18:39_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Miss [PII], this is [PII] again. I forgot to get a call reference number.
[AGENT][NEUTRAL] You're gonna use my, you just, you just need the reference number, [PII], for our call, is that right? Yes, just use my name along with today's date.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] Alright, well, you are certainly welcome and again thank you for calling APL and I still hope you have a great weekend.
[CUSTOMER][POSITIVE] You too you too thanks bye.
[AGENT][POSITIVE] Alright, thank you