AccountId: 011433970860
ContactId: d881658c-9514-4fed-8b17-aa45072b2a63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160110 ms
Total Talk Time (AGENT): 41311 ms
Total Talk Time (CUSTOMER): 32693 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d881658c-9514-4fed-8b17-aa45072b2a63_20250522T19:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. Do you speak Spanish?
[AGENT][NEUTRAL] Uh, I don't, no, ma'am. Do you need a Spanish speaking person?
[CUSTOMER][NEUTRAL] Um, oh, just let me try.
[AGENT][NEUTRAL] OK, give me one moment, OK? And your name is one more time?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. Um, I have an insurance, uh, insured on the phone wanted to speak with someone that speaks Spanish.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And a 6 please.
[AGENT][NEUTRAL] Yeah, I'm about to say, yes, you do. I'm gonna tell your mama. I guess what, your daughter said she don't speak Spanish.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Did you get any information or no, I know.
[AGENT][POSITIVE] That would be a funny phone call.
[AGENT][POSITIVE] I try to get her name, but she speaks so fast. She spoke so fast. I know her last name is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. OK dokey, then I'm ready.
[AGENT][POSITIVE] Alright, [PII]. I appreciate it.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye.