AccountId: 011433970860
ContactId: 6ae2585d-d29e-4c8a-99a1-55ea358b438e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147000 ms
Total Talk Time (AGENT): 24381 ms
Total Talk Time (CUSTOMER): 42728 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6ae2585d-d29e-4c8a-99a1-55ea358b438e_20250611T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is uh [PII], and you know, I was actually uh wanting to reach [PII] at extension [PII], and you beat me to pressing the numbers.
[AGENT][NEUTRAL] Oh, OK, normally just rings through um let me see if she is back from lunch.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I was just trying to get a status of our clients uh billing.
[CUSTOMER][NEUTRAL] Um, it's, we're just trying to confirm the most updated invoice. They had an open enrollment two months ago and we still don't have a current invoice, so that's why.
[CUSTOMER][NEUTRAL] Um, and I know [PII] was working on it, and I thought it might be easier just to go that way.
[AGENT][NEUTRAL] Got it mhm.
[AGENT][NEUTRAL] OK, let me put you on hold for just a second, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, she's available. So let me get you over to her. Give me just one moment.
[CUSTOMER][POSITIVE] Great. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Spell out
[CUSTOMER][NEUTRAL] Yeah hello, is this [PII]?