AccountId: 011433970860
ContactId: b73d1ca3-9525-4378-a110-af39b4396c5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 22190 ms
Total Talk Time (AGENT): 5010 ms
Total Talk Time (CUSTOMER): 15290 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b73d1ca3-9525-4378-a110-af39b4396c5c_20250409T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] over in Broker Resources. I have a broker on the line, um, that meant to call claims and so um I'm just going to transfer her on over to you if that would be OK.
[AGENT][POSITIVE] Yeah, that's great. No problem.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.