AccountId: 011433970860
ContactId: ddc788eb-fb92-4b91-8439-670c8010100a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78650 ms
Total Talk Time (AGENT): 9459 ms
Total Talk Time (CUSTOMER): 51273 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ddc788eb-fb92-4b91-8439-670c8010100a_20250109T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Miss [PII], how are you doing today?
[AGENT][POSITIVE] I'm all right how are you?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Good this is [PII] over in [PII].
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Hey, um, I've got a, a new enrollee and uh.
[CUSTOMER][NEUTRAL] I don't know if she has been issued a a card yet.
[CUSTOMER][NEUTRAL] And it's through, it's through a one hour.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh wait a minute, I'm looking at the wrong one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm, I may, uh, I may be having, I may be having a brain fart right now because I'm looking at the wrong company. Let's see, find ID card.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let's see Mr. [PII].
[CUSTOMER][POSITIVE] Uh, I'm sorry about this, dear.
[AGENT][POSITIVE] You're fun.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let me call you back, Ms. [PII]. I think I've got the answer to this.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Thank you, dear.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye bye.