AccountId: 011433970860
ContactId: 84859858-7a9c-4215-8f0b-150447ae8243
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72410 ms
Total Talk Time (AGENT): 19412 ms
Total Talk Time (CUSTOMER): 27454 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/84859858-7a9c-4215-8f0b-150447ae8243_20250114T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got, uh, hey, good morning. I've got Mr. [PII] on the phone. I have verified him. He is with group number 16,870.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] And he just wants instructions on renewing his group.
[AGENT][NEUTRAL] OK, it's ATF services.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go ahead and put him on through.
[CUSTOMER][POSITIVE] OK thank you have a good day bye bye.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII],
[CUSTOMER][NEUTRAL] with 80s.
[AGENT][NEUTRAL] Yes, I can barely hear you.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?