AccountId: 011433970860
ContactId: 8990b1d1-c52c-477e-a44d-6286f5b55065
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 34139 ms
Total Talk Time (AGENT): 12309 ms
Total Talk Time (CUSTOMER): 18708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/8990b1d1-c52c-477e-a44d-6286f5b55065_20250121T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello [PII], how are you? My name is [PII]. I'm a broker. Um, I need to speak with [PII]. I'm, I'm handling a situation regarding a group, uh, with her, and, uh, we're going back and forth in an email, but I need to speak to her.
[AGENT][NEUTRAL] Sure, um, she's actually off today.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Yeah, I, can I try to help or?
[CUSTOMER][POSITIVE] Alright, no, it's no worries. Let me go ahead and call, um, I'll call her tomorrow, it's no big deal.
[AGENT][NEUTRAL] OK, all right, of course.
[CUSTOMER][POSITIVE] Thanks.