AccountId: 011433970860
ContactId: 63705745-05d3-4f49-87ef-d2d22ed0bbbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169050 ms
Total Talk Time (AGENT): 28497 ms
Total Talk Time (CUSTOMER): 38659 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/63705745-05d3-4f49-87ef-d2d22ed0bbbe_20250613T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a quick question. I'm a broker with APL, but I have a group that is not assigned to me, uh, but this group is having an issue trying to log into their portal. Is there a phone number that they could call, uh, to maybe get this result?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Maybe like a customer service number or.
[AGENT][NEUTRAL] Yeah, let me put you on a brief hold, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir, are you still there?
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] OK, it's gonna be our um 1-800 number and then they'll select customer service.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And select customer service.
[AGENT][POSITIVE] Customer service, yes.
[CUSTOMER][POSITIVE] Wonderful. Thank you very much. I appreciate your help.
[AGENT][POSITIVE] Of course you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.