AccountId: 011433970860
ContactId: 57c5b45d-5184-40b3-ae44-5ec52b5f1883
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37840 ms
Total Talk Time (AGENT): 12772 ms
Total Talk Time (CUSTOMER): 11902 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/57c5b45d-5184-40b3-ae44-5ec52b5f1883_20250422T17:35_UTC.wav
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[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you this is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah hi is this [PII]?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I'm sorry, it must have cut out when I said that.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I'm sorry, um, I'm trying to reset my password [PII].
[CUSTOMER][NEUTRAL] I'm a broker.
[AGENT][NEUTRAL] OK, for which website?
[CUSTOMER][NEUTRAL] For uh American Public Life.
[AGENT][NEUTRAL] OK, the general website. OK, give me just a second, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]