AccountId: 011433970860
ContactId: 79b1ef1b-42c0-4644-a93c-f0250ba8921c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51860 ms
Total Talk Time (AGENT): 32259 ms
Total Talk Time (CUSTOMER): 31370 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/79b1ef1b-42c0-4644-a93c-f0250ba8921c_20250502T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I believe I spoke to you the other day. My name is [PII], and you sent me all the forms I needed to fill out and send back.
[AGENT][POSITIVE] OK, Ms. [PII], probably so, but I'm so sorry we, um, you.
[CUSTOMER][NEGATIVE] Oh, you mean you don't recognize me after 300 other calls?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, you're only number 300? Well, you're way down on the list then. So this [PII], yes, ma'am. I think I do recall your voice, but, um, how can I help you this morning?
[CUSTOMER][NEUTRAL] Too many people.
[CUSTOMER][NEUTRAL] I know, I'm sure, I'm sure.
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Um, oh, hold on a second. Um, can I call you back? Um, I think there might be somebody important calling. I'm sorry, not that you're not. OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sure. Yes, ma'am. Oh, that's fine. No, I understand. OK. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.