AccountId: 011433970860
ContactId: c027d25d-b552-4c6d-ad9d-8496b90bd603
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163580 ms
Total Talk Time (AGENT): 22011 ms
Total Talk Time (CUSTOMER): 3551 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c027d25d-b552-4c6d-ad9d-8496b90bd603_20250217T21:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hello. Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] I'm not sure if you can hear me, but I cannot hear you. Please call us back at [PII]. No one in the line disconnecting the call.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.