AccountId: 011433970860
ContactId: 91c5078a-3a8f-4f6e-8755-f0aa9fb35fe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110830 ms
Total Talk Time (AGENT): 29842 ms
Total Talk Time (CUSTOMER): 17060 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/91c5078a-3a8f-4f6e-8755-f0aa9fb35fe9_20250428T17:56_UTC.wav
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[AGENT][NEUTRAL] APL sales, this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] Solutions. Would you be able to transfer me to your claims department, please?
[AGENT][NEUTRAL] Claims, give me 1 2nd.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see. Sorry, I'm trying to
[AGENT][NEUTRAL] Make sure someone is over there before I just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Throw you to call me.
[CUSTOMER][POSITIVE] Transfer me over. Thank you.
[AGENT][NEUTRAL] Cause it's around lunchtime, so I'm just trying to make sure.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am about to transfer you just now. And what um your name one more time?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII] it's [PII]
[AGENT][NEUTRAL] OK. One second, sweetie.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.