AccountId: 011433970860
ContactId: 9cd4175e-4fbd-4619-86e4-8895580e4988
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72190 ms
Total Talk Time (AGENT): 22903 ms
Total Talk Time (CUSTOMER): 15207 ms
Interruptions: 0
Overall Sentiment: AGENT=-1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9cd4175e-4fbd-4619-86e4-8895580e4988_20250108T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi did he just going to provide.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, you, hello.
[CUSTOMER][NEGATIVE] I'm out of it.
[AGENT][NEGATIVE] Uh, now you're, I can, no, I can't understand what you're saying.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] No I don't.
[AGENT][NEUTRAL] Uh, I'm so sorry, but I cannot understand what you're saying.
[CUSTOMER][NEUTRAL] No you don't.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Yeah, now it's better.
[AGENT][NEGATIVE] Not very much.
[CUSTOMER][POSITIVE] Oh it's better.
[AGENT][NEGATIVE] Not very much.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] We will try to do the best that we can now, are we, it's hard to understand what you were saying.
[CUSTOMER][NEUTRAL] One moment.