AccountId: 011433970860
ContactId: 6e906631-8fdd-416f-8407-04976be7cc3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54340 ms
Total Talk Time (AGENT): 24721 ms
Total Talk Time (CUSTOMER): 31828 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/6e906631-8fdd-416f-8407-04976be7cc3b_20250225T13:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This [PII]. We're billing. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII] calling from.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] I cannot.
[AGENT][NEUTRAL] Hello? I cannot hear you.
[CUSTOMER][NEUTRAL] Hello. Can you hear me well? Hello? Can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] Uh, a little better. Hello.
[CUSTOMER][NEUTRAL] Oh, OK, um, you're speaking to [PII]. I'm calling from department. Um, I'm missing, uh,
[AGENT][NEGATIVE] OK, um, there's a lot of background noise. I'm having a hard time hearing you.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Uh hello? Can you hear me now?
[AGENT][NEUTRAL] I can hear you a little bit, but I can't. What, what is your name?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from Confident or Partners.
[AGENT][NEUTRAL] Your name is [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, hello.
[AGENT][NEUTRAL] No.