AccountId: 011433970860
ContactId: dbccef6c-7ece-45f4-951d-26c2db03b4b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152889 ms
Total Talk Time (AGENT): 39994 ms
Total Talk Time (CUSTOMER): 27726 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/dbccef6c-7ece-45f4-951d-26c2db03b4b5_20250102T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Uh, it's possible to speak in Spanish.
[AGENT][POSITIVE] Uh, yes, I can help you with um the Spanish line. I'm gonna put you on a brief hold so I can get somebody to assist.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, can you, uh, oh, can you call [PII].
[CUSTOMER][NEUTRAL] Olabu.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I'm not understand. I need the car, then my family, my husband and my daughter.
[CUSTOMER][NEUTRAL] For email or phone number?
[AGENT][NEUTRAL] OK, I have a phone number [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, it's the, no, it's not possible to speak Spanish.
[AGENT][NEUTRAL] That you call that number and you can speak Spanish.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so very welcome. Have a blessed day.