AccountId: 011433970860
ContactId: 7666095e-edb4-4aa6-8c41-b7738ee3055e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170740 ms
Total Talk Time (AGENT): 24436 ms
Total Talk Time (CUSTOMER): 27603 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/7666095e-edb4-4aa6-8c41-b7738ee3055e_20250220T20:42_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] Do you uh you speak Spanish?
[AGENT][NEUTRAL] No, unamento.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello Buena Aes.
[AGENT][NEUTRAL] 01 moment I'm getting a representative, OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. This is So with APL. How may I assist you?
[AGENT][NEUTRAL] Hey, so, it's [PII]. Can you take this Spanish call for me?
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK. Do you have any information or no?
[AGENT][NEUTRAL] No, no, as soon as I answered, he just, he asked me do I speak Spanish. I said umomento.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Uh, OK. All right, you can put him in.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, here he is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh