AccountId: 011433970860
ContactId: 6575382c-c617-4124-b22f-ea87168a4df1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72139 ms
Total Talk Time (AGENT): 22730 ms
Total Talk Time (CUSTOMER): 5470 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/6575382c-c617-4124-b22f-ea87168a4df1_20250506T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm um
[CUSTOMER][NEUTRAL] Trying to get on my paper.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] You're trying to get on
[AGENT][NEUTRAL] The online service center?
[AGENT][NEUTRAL] Hello, are you there?
[AGENT][NEUTRAL] Hello, ma'am. Are you there?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me
[AGENT][NEGATIVE] Your phone's cutting out pretty bad. Um, it's hard for me to hear.
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Hello?