AccountId: 011433970860
ContactId: d1a63e06-becd-4d25-b887-3501189c71db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 46200 ms
Total Talk Time (AGENT): 15328 ms
Total Talk Time (CUSTOMER): 24069 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/2025/06/04/d1a63e06-becd-4d25-b887-3501189c71db_20250604T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Broker Resources again. I think I talked to you earlier, um, I have.
[AGENT][NEUTRAL] Hi [PII], what's up?
[CUSTOMER][NEUTRAL] Uh, can you update a billing contact's last name?
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 256-77.
[AGENT][NEUTRAL] OK, and it's gonna be D, is that right? The last name for [PII]
[CUSTOMER][NEUTRAL] Yeah, it's yeah, it's [PII], but her last name's changed to [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll do it.
[CUSTOMER][POSITIVE] OK perfect that's all I needed thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Uh, you too, bye bye.
[AGENT][NEUTRAL] Right