AccountId: 011433970860
ContactId: a0498067-7363-48dd-b7ec-0e08e0fde023
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64959 ms
Total Talk Time (AGENT): 24542 ms
Total Talk Time (CUSTOMER): 37813 ms
Interruptions: 5
Overall Sentiment: AGENT=-0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a0498067-7363-48dd-b7ec-0e08e0fde023_20250131T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, so you know, my name is [PII]. I'm calling from the traffic.
[AGENT][NEGATIVE] OK, I can, I can barely hear you, sir. It's too much noise in the background. I cannot hear you.
[CUSTOMER][NEUTRAL] You just a moment.
[AGENT][NEUTRAL] I don't know if you have me on speakerphone, but I cannot hear you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You can help me.
[AGENT][NEUTRAL] I cannot hear you. You will need to take me off the speakerphone.
[CUSTOMER][NEUTRAL] No, I didn't put any.
[AGENT][NEUTRAL] OK. Well, I hear a lot of background noise. I can't hear you, sir.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Every time you talk, I hear other people talking.
[CUSTOMER][NEUTRAL] Really.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.