AccountId: 011433970860
ContactId: 8a74907d-3a5d-4144-b207-9918bcf07649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149800 ms
Total Talk Time (AGENT): 11608 ms
Total Talk Time (CUSTOMER): 11508 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/8a74907d-3a5d-4144-b207-9918bcf07649_20250519T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I wanted to see if I could get connected to Mr. [PII].
[AGENT][NEUTRAL] Um, let's see, uh, do you have a last name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Oh, last name for [PII]. I don't.
[AGENT][NEUTRAL] Uh yes, yes, OK, no, no, that's OK, um, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] I don't think this is working.