AccountId: 011433970860
ContactId: 9b018ecc-d16f-492b-9d7d-f7477806d8ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288109 ms
Total Talk Time (AGENT): 20702 ms
Total Talk Time (CUSTOMER): 5987 ms
Interruptions: 0
Overall Sentiment: AGENT=4.3, CUSTOMER=-5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9b018ecc-d16f-492b-9d7d-f7477806d8ac_20250623T21:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Hello, good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Not sure if you can hear me, but I cannot hear you. Please call us back at [PII]. No one in the line disconnecting the call.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.