AccountId: 011433970860
ContactId: e8b71d25-7c00-4dec-bf68-18aaad373f87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 33279 ms
Total Talk Time (AGENT): 14060 ms
Total Talk Time (CUSTOMER): 10461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/e8b71d25-7c00-4dec-bf68-18aaad373f87_20250116T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling for the broker's office. I have some questions on some enrollment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And who am I speaking to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] [PII], you must be in a bad spot because you're kinda in and out on me here.
[CUSTOMER][NEUTRAL] Uh, all right, let me try back.
[AGENT][POSITIVE] OK, alright, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye