AccountId: 011433970860
ContactId: df5572df-498a-4d07-b7da-418cff97cf8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192589 ms
Total Talk Time (AGENT): 16488 ms
Total Talk Time (CUSTOMER): 17479 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/df5572df-498a-4d07-b7da-418cff97cf8e_20250520T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm, do you speak Spanish, please?
[AGENT][NEUTRAL] Uh, I can get you, uh, with a Spanish speaker. One moment please.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII] is gracias for [PII].
[AGENT][NEUTRAL] It's me sorry, um, give me just a minute. I'll get him over to you. Sorry, I just wanted to make sure you did the first.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] All right I appreciate your help thank you.
[CUSTOMER][NEUTRAL] Well, I wasn't sure if you were there. He was there, so no problem at all.
[AGENT][POSITIVE] Alright, thanks, bye.