AccountId: 011433970860
ContactId: 6f677749-b161-4d43-a263-03bf0f6a9acf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166589 ms
Total Talk Time (AGENT): 21482 ms
Total Talk Time (CUSTOMER): 5661 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/6f677749-b161-4d43-a263-03bf0f6a9acf_20250508T21:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Mm, not sure if you can hear me. I cannot hear you. Please call us back at [PII]. No one on the line is connecting the call.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.