AccountId: 011433970860
ContactId: b17760d9-cb71-48e6-8fd0-443c1d634fff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237830 ms
Total Talk Time (AGENT): 31650 ms
Total Talk Time (CUSTOMER): 35541 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/b17760d9-cb71-48e6-8fd0-443c1d634fff_20250117T21:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling HL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, how are you? My name's [PII]. I'm a broker. Um, I received an email. I'm calling the number on the email back. The name on the email is [PII]. It's a senior broker resource team.
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] Um, oh, do I need to speak to her directly or no?
[AGENT][NEUTRAL] Uh, what did she have in her email? I might be able to help you.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] Um, she's asking me for, um, for something, but I need her to specify a requirement for a group, but yeah, it sounds like I need to speak to her directly if possible, but it's already getting to a point that it's like something specific, so I don't want to start from scratch.
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name again?
[CUSTOMER][NEGATIVE] With the issue.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just a moment, [PII], let me see if she's available.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, looks like she is available just one moment, let me see if I can get you transferred over to her OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. Just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh, it's not transferring over just a moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK. Here is [PII] for you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Uh huh bye bye.