AccountId: 011433970860
ContactId: 650cc762-ac61-4d11-8177-c4ea5084e81b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 24610 ms
Total Talk Time (AGENT): 9389 ms
Total Talk Time (CUSTOMER): 7881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/650cc762-ac61-4d11-8177-c4ea5084e81b_20250529T21:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to see if you all do pre-authorizations.
[AGENT][NEUTRAL] We don't, no, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, and what was your last name initial ma'am?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] All right, thank you, Ms. [PII].
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] OK.