AccountId: 011433970860
ContactId: 77e5ba0d-6761-4eae-8c7b-509418a7eef2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70919 ms
Total Talk Time (AGENT): 19289 ms
Total Talk Time (CUSTOMER): 23769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/77e5ba0d-6761-4eae-8c7b-509418a7eef2_20250313T19:29_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] I know.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, ma'am. Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, can you
[CUSTOMER][NEUTRAL] Let me, let me move just a little bit. Just hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I think you should be able to hear me better now.
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] Uh, I am calling to schedule an appointment for, uh, Social Security card.
[AGENT][NEUTRAL] OK, so you're calling the wrong number. This is an insurance company.
[CUSTOMER][NEUTRAL] Uh oh, well, they gave me that number. OK, I'm sorry.
[AGENT][NEUTRAL] Oh, it's OK. Well, was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] All right, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.