AccountId: 011433970860
ContactId: de7c934e-bec4-47f7-b49a-43c46e26a512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43500 ms
Total Talk Time (AGENT): 11180 ms
Total Talk Time (CUSTOMER): 28679 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/de7c934e-bec4-47f7-b49a-43c46e26a512_20250203T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, hi, hey [PII], this is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Doing good, doing good. I have a group on the line that's wanting to pay some premiums, and I have her name and group number is it is it customer service or billing that I need to transfer this call to?
[AGENT][NEUTRAL] Um, that will be billing, mhm.
[CUSTOMER][POSITIVE] That's what, that's kind of what I thought when I, I got customers. OK, well that's all I needed then. Thanks and have a great rest of your day.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Goodbye.