AccountId: 011433970860
ContactId: 56f533c4-6967-46ff-a985-f8a7f48f35ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293359 ms
Total Talk Time (AGENT): 54157 ms
Total Talk Time (CUSTOMER): 12379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/56f533c4-6967-46ff-a985-f8a7f48f35ea_20250408T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Is [PII] available?
[AGENT][NEUTRAL] Yes, let me put you on a brief hold. May I ask who's asking?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], [PII] is calling for you.
[AGENT][NEUTRAL] 45.
[AGENT][NEUTRAL] 523.
[AGENT][NEUTRAL] 53.
[AGENT][NEUTRAL] I have no idea. He just asked for [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, can you
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So am I passing the call to you [PII] or to [PII] just so I know which number to type in.
[AGENT][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] I asked you to.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Huh?
[AGENT][NEUTRAL] No, I, I didn't know if should I send it? OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There, it might be me at first.
[AGENT][NEUTRAL] Hold on, it's me calling you and then I'll connect.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I typed in [PII].
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey [PII], it's [PII]. I'm gonna have him join.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Uh yes, I am.
[AGENT][POSITIVE] OK perfect. I actually grabbed [PII] on the line for you she'll be able to help you OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you bye bye.