AccountId: 011433970860
ContactId: 8aefafef-4998-47a4-8102-56a58049aba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133179 ms
Total Talk Time (AGENT): 20632 ms
Total Talk Time (CUSTOMER): 37049 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/8aefafef-4998-47a4-8102-56a58049aba8_20250129T14:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. How are you doing? this is [PII].
[AGENT][POSITIVE] I'm good, how are you? Hey.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Do you, it's me I.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] How's it going?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Good, good. Do me a favor, um, I know [PII] is not available. I, I, well, she's on PPT. Um, could you please transfer me to [PII]'s voicemail because I had an emergency. I don't I don't think they're gonna be make it today.
[AGENT][NEUTRAL] Uh yeah, hold on, let's see, let me get [PII]'s number.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm at the doctor right now, so.
[AGENT][NEUTRAL] Are you OK?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, everything is fine. It's just uh.
[CUSTOMER][NEUTRAL] A dental emergency, so.
[AGENT][NEUTRAL] Oh [PII], I'm sorry.
[CUSTOMER][POSITIVE] I'm right here, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm here right now so.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, yeah, hold on just a second, [PII], OK?
[CUSTOMER][POSITIVE] Sure thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hi, you've reached
[CUSTOMER][NEUTRAL] I