AccountId: 011433970860
ContactId: 777a41f8-54b6-440f-8c13-ddf50cb0072c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264859 ms
Total Talk Time (AGENT): 19550 ms
Total Talk Time (CUSTOMER): 2370 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=-5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/777a41f8-54b6-440f-8c13-ddf50cb0072c_20250124T20:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[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] Not sure if you can hear me but I cannot hear you. Please call back at [PII] no one on the line disconnecting the call.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.