AccountId: 011433970860
ContactId: ed354bed-4d70-4196-a575-c36feecea815
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56259 ms
Total Talk Time (AGENT): 16172 ms
Total Talk Time (CUSTOMER): 32589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/ed354bed-4d70-4196-a575-c36feecea815_20250611T18:11_UTC.wav
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[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hey, OK, it's uh [PII] who's this?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][POSITIVE] Hey hi how are you?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Can you do me a favor? Can you just let me give you a PRD to find out what the renewal is just to make sure that the OSC is correct.
[AGENT][NEUTRAL] OK, give me 2 seconds. What's the group number?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] 17995.
[CUSTOMER][NEUTRAL] It's called Sterling Security Technologies. I just wanna verify that it is uh a [PII] renewal.
[AGENT][NEUTRAL] That's what I have in um on the system. I'm showing 11326 as well.
[CUSTOMER][POSITIVE] Alright, I'll take that as a yes. OK, cool. Alright, thank you so much.
[AGENT][POSITIVE] Hi, thanks a lot.
[CUSTOMER][POSITIVE] Thank you bye.