AccountId: 011433970860
ContactId: b689d241-c773-42aa-aba0-5159953d3ac8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182389 ms
Total Talk Time (AGENT): 4330 ms
Total Talk Time (CUSTOMER): 3807 ms
Interruptions: 0
Overall Sentiment: AGENT=5, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b689d241-c773-42aa-aba0-5159953d3ac8_20250422T17:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.