AccountId: 011433970860
ContactId: 75a8c9b2-398b-4e80-a9cb-d61c3c220c34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116339 ms
Total Talk Time (AGENT): 27817 ms
Total Talk Time (CUSTOMER): 21359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/75a8c9b2-398b-4e80-a9cb-d61c3c220c34_20250325T20:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And I was trying to reach [PII] a while ago and we got.
[CUSTOMER][NEGATIVE] A bad connection, she's gonna call me back but she didn't do it. What's her extension?
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] I don't know that she has one. I'm just calling her Q. Um, let me see, hold on, I'm gonna send her a message for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if you
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. So she just responded. I'm getting ready to transfer you back to her, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, this [PII]?
[AGENT][NEUTRAL] No, this is [PII], but [PII] is on the line too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Good afternoon Mr. [PII].