AccountId: 011433970860
ContactId: b4139318-abe1-4549-bcc5-397c924579eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76220 ms
Total Talk Time (AGENT): 33839 ms
Total Talk Time (CUSTOMER): 30589 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b4139318-abe1-4549-bcc5-397c924579eb_20250604T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I got a letter that we were missing a copy of our current ENL and wanted to see if there was an email address I could send that to.
[AGENT][NEUTRAL] Yes, send that to.
[AGENT][NEUTRAL] Um, [PII] Let me go, let me look it up. I have, it's a long one. Give me just a second.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, it's [PII] agent appointments.
[AGENT][NEUTRAL] All together, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me just read that back to you. [PII] agent [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, great, thank you so much. I'll send that on over.
[AGENT][POSITIVE] OK. You're most welcome. OK, you have a great day. Thanks for calling EPL.
[CUSTOMER][NEUTRAL] You bye bye.
[AGENT][NEUTRAL] Bye-bye.