AccountId: 011433970860
ContactId: 7abd24de-f79d-42aa-9592-b25dd723a1e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116279 ms
Total Talk Time (AGENT): 41290 ms
Total Talk Time (CUSTOMER): 23679 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7abd24de-f79d-42aa-9592-b25dd723a1e3_20250520T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, how are you? Excuse me, you can't speak with me in Spanish?
[AGENT][NEUTRAL] No, ma'am, I cannot, but I can transfer you to the Spanish line.
[CUSTOMER][POSITIVE] I please thank you.
[AGENT][NEUTRAL] Yes ma'am, one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, how we get to Spanish lane. OK, let's see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] We want Saturdays.
[AGENT][NEUTRAL] Hi, is this O?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I have a lady speaking Spanish. She wants me to transfer. I can't even understand her name, but I'm gonna give it to you, OK?
[CUSTOMER][NEUTRAL] Alright, do you have the policy by any chance?
[AGENT][NEGATIVE] No, she didn't give me none of that, and I didn't understand her name. She's all speaking Spanish, so I'm not understanding any of it.
[AGENT][NEUTRAL] But I'm gonna give it to you, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, you can send that over.
[AGENT][POSITIVE] Alright, thanks, I do.