AccountId: 011433970860
ContactId: 5c307457-99d8-4976-95c7-fb0dde19d292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169020 ms
Total Talk Time (AGENT): 42233 ms
Total Talk Time (CUSTOMER): 45567 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/5c307457-99d8-4976-95c7-fb0dde19d292_20250225T15:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, hello.
[AGENT][POSITIVE] Yes, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK. You speak Spanic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You speak Spanish?
[AGENT][NEUTRAL] You need someone who speaks Spanish?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] the process you know.
[AGENT][NEUTRAL] Um, if I can get someone who speaks Spanish on the phone. Give me just a moment, OK? I can get you to someone who speaks Spanish.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK one moment thank you you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. um, I've got someone who's uh needing a Spanish speaker on the line.
[CUSTOMER][NEUTRAL] OK, and I'm sorry the phone was breaking up. Who are you, uh, what's your name?
[AGENT][NEUTRAL] Oh, it's [PII] on the care team sorry.
[CUSTOMER][POSITIVE] Oh hi there
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] I'm like, who are you?
[AGENT][NEUTRAL] Alright, sorry, I'm gonna need to restart my router. I don't know what's going on this one. Alright, yeah, he's just immediately started speaking Spanish, so I'm not sure. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Not a problem. I got him.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] Momm bye-bye.