AccountId: 011433970860
ContactId: 7bb157fb-00fc-4d15-bcf9-ab29c5021d23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108620 ms
Total Talk Time (AGENT): 15363 ms
Total Talk Time (CUSTOMER): 14159 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/7bb157fb-00fc-4d15-bcf9-ab29c5021d23_20250317T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. Can I speak with marketing manager?
[AGENT][NEUTRAL] Marketing manager, I'm sorry, who am I, who is this?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] May I ask who's speaking, I'm speaking with?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I'm calling regarding the Benefits pro broker Expo.
[AGENT][NEUTRAL] Broker Expo.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In [PII], OK.
[AGENT][NEUTRAL] Hold on just one second.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Is there nobody in the office today?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh