AccountId: 011433970860
ContactId: 8d8fe162-c269-4d3c-9e33-4300e3053b39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47409 ms
Total Talk Time (AGENT): 14651 ms
Total Talk Time (CUSTOMER): 20007 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/8d8fe162-c269-4d3c-9e33-4300e3053b39_20250212T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a group contact on the other line. They're um locked out of the online service center.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 246-63.
[AGENT][NEUTRAL] To what?
[CUSTOMER][NEUTRAL] 246-63.
[AGENT][NEUTRAL] 63
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] All right, I have unlocked it for him.
[CUSTOMER][POSITIVE] Oh, OK. Well, thank you, thank you. All right, bye-bye.
[AGENT][POSITIVE] You're welcome
[AGENT][NEUTRAL] You're
[AGENT][NEUTRAL] Yeah.