AccountId: 011433970860
ContactId: 99989f27-6272-4aa1-86ed-d407a77ade38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43200 ms
Total Talk Time (AGENT): 11333 ms
Total Talk Time (CUSTOMER): 33753 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/99989f27-6272-4aa1-86ed-d407a77ade38_20250205T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Mr. [PII] uh he's the director of human resources for group number 16577.
[CUSTOMER][NEUTRAL] [PII] is the contact person on the group and [PII] has retired and [PII] needs information on how to get that changed for them so that he can be the contact person.
[AGENT][NEUTRAL] Needs to send us an email.
[CUSTOMER][NEUTRAL] An email stating that.
[CUSTOMER][NEUTRAL] A contact needs to be changed? OK.
[AGENT][NEUTRAL] [PII]'s no longer there and he needs to be the new one.
[CUSTOMER][POSITIVE] OK, alright, thank you [PII]. I'm gonna get back to it alright bye bye.
[AGENT][POSITIVE] You're welcome. OK. All right, bye.