AccountId: 011433970860
ContactId: 9b91934a-eaa1-4593-8ef6-5c93bf965c29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 40470 ms
Total Talk Time (AGENT): 16509 ms
Total Talk Time (CUSTOMER): 23968 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/9b91934a-eaa1-4593-8ef6-5c93bf965c29_20250131T18:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I, um, did a request for, um, a loan against my, um, benefits, and I was just checking the status of that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like I've processed those this morning, so the check should go out, uh, first part of next week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Do, so, and it is through the mail, so it takes like normal mailing days.
[AGENT][POSITIVE] Yes. Yes, ma'am. I'm sorry.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much.
[AGENT][POSITIVE] Alright, well thank you Ms. [PII], and you have a great weekend.
[CUSTOMER][POSITIVE] Yeah, you too thanks bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK bye.