AccountId: 011433970860
ContactId: d0f09fbf-5a7c-4280-bddd-9ebb5e91dc43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119319 ms
Total Talk Time (AGENT): 30329 ms
Total Talk Time (CUSTOMER): 26638 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/d0f09fbf-5a7c-4280-bddd-9ebb5e91dc43_20250501T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. Can I please speak to [PII]?
[AGENT][NEUTRAL] And [PII]. OK. May I ask who this is?
[CUSTOMER][NEUTRAL] This is [PII] from All lending Benefits.
[AGENT][NEUTRAL] OK, perfect. Let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][NEUTRAL] I'm OK. How about you?
[AGENT][NEUTRAL] Good, um, so I have [PII] on the line and she asked for you directly.
[CUSTOMER][POSITIVE] Oh goodness gracious, I can constantly forget about that time difference. Oh.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] I was supposed to talk to her at [PII] apparently our time at [PII]. OK, yes ma'am, you could go ahead and send her over. Yeah, it's my fault.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, let me see if I can work this.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect I have [PII] on the line for you.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Of course.