AccountId: 011433970860
ContactId: 8cff5b4f-00ab-48fd-92d8-202bc0186777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52740 ms
Total Talk Time (AGENT): 15689 ms
Total Talk Time (CUSTOMER): 27100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8cff5b4f-00ab-48fd-92d8-202bc0186777_20250422T13:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, this is [PII] in the Great Ro department. How are you doing this morning?
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] I know, can you hear me now?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You can't hear me?
[CUSTOMER][NEUTRAL] OK. Can you hear me now?
[AGENT][NEUTRAL] I can hear you typing.
[AGENT][NEUTRAL] Barely, but
[CUSTOMER][NEUTRAL] OK, can you hear me? I don't know what's going on. It was fine a minute ago. Um, what about now?
[AGENT][NEUTRAL] It just sounds like you're in a well, but that's OK. What's
[CUSTOMER][NEUTRAL] I, I don't know. OK, um, I've got [PII], she's with group 21302.
[AGENT][NEUTRAL] Say that again, the
[CUSTOMER][NEUTRAL] Uh, governmental.
[CUSTOMER][NEUTRAL] I tell you what, let me just try back to see if I can get a better connection, OK?
[AGENT][NEUTRAL] Oh, OK, thanks.