AccountId: 011433970860
ContactId: ad9c34b4-7bfa-43d3-991a-9a2e885358b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 34900 ms
Total Talk Time (AGENT): 14220 ms
Total Talk Time (CUSTOMER): 17136 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ad9c34b4-7bfa-43d3-991a-9a2e885358b7_20250203T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I just received a phone call. I was supposed to be getting a phone call. I literally was just bringing groceries in the house and missed the call, but um she's supposed to be calling to tell me.
[CUSTOMER][NEUTRAL] Um, about this 1099 form.
[CUSTOMER][NEUTRAL] Situation that I have going on.
[AGENT][NEUTRAL] OK, so you said someone called did they leave you a message or they?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, but she's calling back.
[AGENT][NEUTRAL] Oh, OK. So do you want to just answer that call?