AccountId: 011433970860
ContactId: 7cb88f69-ca51-4ca9-b9a0-7a27f28347ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94260 ms
Total Talk Time (AGENT): 18042 ms
Total Talk Time (CUSTOMER): 21334 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/7cb88f69-ca51-4ca9-b9a0-7a27f28347ab_20250508T17:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], could you put me in touch with [PII], please?
[CUSTOMER][NEGATIVE] I hadn't got her extension.
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Can I get your name?
[CUSTOMER][NEUTRAL] [PII], I just talked to her just two minutes ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She don't know who it is.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. I've got a [PII] on the line. He said he just spoke with you, wanted to talk with you again.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna release him through. Is that OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, uh, here you go. Thank you.
[CUSTOMER][POSITIVE] OK, you're welcome.
[CUSTOMER][NEUTRAL] Hey Mr. [PII].
[CUSTOMER][NEUTRAL] Hey, is this Miss [PII]?
[CUSTOMER][NEUTRAL] It is.