AccountId: 011433970860
ContactId: a2710a05-00c7-4b4b-a09d-ff8a24654748
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68800 ms
Total Talk Time (AGENT): 14439 ms
Total Talk Time (CUSTOMER): 43702 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a2710a05-00c7-4b4b-a09d-ff8a24654748_20250603T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII] with uh care team. I have an agent, uh, broker on the phone needing assistance with set up on the online service center.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, his name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he gave me a callback number if you need that.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you madam.
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] You have a great rest of your day bye.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you for holding this is [PII].
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and I trying to get a commission statement.
[CUSTOMER][NEUTRAL] Uh, on the new website and so I'm, but I'm also a TPA and I pay the bill for about 2010 or 15 groups.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and so.
[CUSTOMER][NEUTRAL] And uh