AccountId: 011433970860
ContactId: df096412-c247-433b-adea-fae80df13b10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 24100 ms
Total Talk Time (AGENT): 16562 ms
Total Talk Time (CUSTOMER): 6171 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/df096412-c247-433b-adea-fae80df13b10_20250328T16:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, um, did I call the right number? The Social Security, right?
[AGENT][NEUTRAL] No, sir, we are APL, not Social Security, and our phone number is the [PII].
[CUSTOMER][NEUTRAL] I made a mistake. I'm sorry.
[AGENT][POSITIVE] Not a problem. Well, I hope you have a wonderful