AccountId: 011433970860
ContactId: ea33e606-1a14-43dc-9f8c-db454c1885fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 27420 ms
Total Talk Time (AGENT): 12060 ms
Total Talk Time (CUSTOMER): 13111 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ea33e606-1a14-43dc-9f8c-db454c1885fd_20250206T16:44_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, can I speak to the person that makes the decisions on the phone account for the business?
[AGENT][NEUTRAL] On the phone account for the business, may I tell him who's calling?
[CUSTOMER][NEUTRAL] Yeah, my name's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thank you. Just got you hold one moment please, ma'am.
[CUSTOMER][POSITIVE] Thank you.