AccountId: 011433970860
ContactId: 6654f027-07f7-4b8b-a42a-63dc93644ca3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80059 ms
Total Talk Time (AGENT): 32757 ms
Total Talk Time (CUSTOMER): 30618 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/6654f027-07f7-4b8b-a42a-63dc93644ca3_20250424T18:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Could you spell your name, please?
[AGENT][NEUTRAL] Can you spell your first for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can I, my name is [PII]
[AGENT][NEUTRAL] Did you get
[AGENT][NEUTRAL] Did you hear me, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Your voice is very breaking. Your voice is breaking.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Yes, and I'm sorry that I can't do anything about that.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, my name is spelled [PII]
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much. I'm checking.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, you are.
[AGENT][NEUTRAL] How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Hello, you?