AccountId: 011433970860
ContactId: c941e458-cb12-4616-bf47-5162f036c801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51880 ms
Total Talk Time (AGENT): 14489 ms
Total Talk Time (CUSTOMER): 25520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c941e458-cb12-4616-bf47-5162f036c801_20250325T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], could you check uh see if an employee is covered for boardroom communications?
[CUSTOMER][NEUTRAL] The company is boardroom communications.
[AGENT][NEUTRAL] Give me just a second. I'm gonna.
[CUSTOMER][NEUTRAL] And the employee's last name is [PII] I think she's new on the plan, so she doesn't see an ID card.
[AGENT][NEUTRAL] The last name started with [PII].
[CUSTOMER][NEUTRAL] Uh-huh. Right. [PII]
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, no, I do not see her.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do not see her.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh huh have a good day.
[CUSTOMER][NEUTRAL] Bye bye you too.
[AGENT][NEUTRAL] Right