AccountId: 011433970860
ContactId: 5650ed50-f68f-4006-b9c0-0974006fac5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 23989 ms
Total Talk Time (AGENT): 10299 ms
Total Talk Time (CUSTOMER): 14579 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/5650ed50-f68f-4006-b9c0-0974006fac5a_20250218T16:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] It's [PII]. OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I was like, uh, hey.
[CUSTOMER][NEGATIVE] I don't know why it's looping. Oh, I guess maybe I'm supposed to be calling claim support. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Never mind. Thank you. Bye. Bye-bye.
[AGENT][NEUTRAL] All right, bye.