AccountId: 011433970860
ContactId: b5d166b5-fdba-44f5-895a-80a11697df80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200880 ms
Total Talk Time (AGENT): 29077 ms
Total Talk Time (CUSTOMER): 21932 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/b5d166b5-fdba-44f5-895a-80a11697df80_20250206T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII] at NAS. Is [PII] available? [PII]?
[AGENT][NEUTRAL] Uh, let me take a look, one second.
[CUSTOMER][NEGATIVE] He just called and I just, I couldn't get to the phone in time.
[AGENT][NEUTRAL] It's the way it always is, right?
[CUSTOMER][NEUTRAL] Of course, of course.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] It looks like she is. Let me send her a message.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said you're with NAS?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She's messaging me back here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, she said she can take the call so I'm gonna place you on just a brief hold and I'm gonna transfer you over, OK?
[CUSTOMER][POSITIVE] Thanks [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Hello, good morning.
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[CUSTOMER][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][POSITIVE] Good hoping you can