AccountId: 011433970860
ContactId: ba6eac16-4ddb-425d-b0f1-9f68ad93e827
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 35970 ms
Total Talk Time (AGENT): 21512 ms
Total Talk Time (CUSTOMER): 15177 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/ba6eac16-4ddb-425d-b0f1-9f68ad93e827_20250313T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to reach uh [PII].
[AGENT][NEUTRAL] [PII], let me see if she is available. Give me one second.
[CUSTOMER][POSITIVE] Uh, I think I finally I figured out.
[CUSTOMER][NEUTRAL] I found her direct number now.
[AGENT][NEUTRAL] You have it? OK, um, yeah, it looks like, well, she, yeah, you might, did you try, did you just call the main number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because I, the, the voicemail didn't come through well well on the, on the phone number, but I found her direct number so.
[AGENT][NEUTRAL] Oh God, OK, you wanna try to call her directly then?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] OK, or I can. OK, alright, thank you.