AccountId: 011433970860
ContactId: 63f67cfc-560e-4293-add9-bbbb5c903b24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68440 ms
Total Talk Time (AGENT): 22461 ms
Total Talk Time (CUSTOMER): 24375 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/63f67cfc-560e-4293-add9-bbbb5c903b24_20250508T16:34_UTC.wav
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[AGENT][NEUTRAL] That says about American Public Life, you know, [PII].
[CUSTOMER][NEUTRAL] See buenas er par uh complete pago for someone.
[AGENT][NEUTRAL] Uh, C quetipopago.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] And then I'm in Swaa.
[CUSTOMER][NEUTRAL] A mentallos online.
[AGENT][NEUTRAL] OK, but.
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] Um, you said espanol, and they were English.
[CUSTOMER][NEUTRAL] See, see.
[AGENT][NEUTRAL] See, isotro de partamentosique de la paso um uh cone os masque eos no maztalan in English.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] One momento de pasos.
[CUSTOMER][POSITIVE] You can have, yeah, it's OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you for calling APO this is.