AccountId: 011433970860
ContactId: f0469f9e-6358-4bb9-84cb-72c669f943ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66620 ms
Total Talk Time (AGENT): 27331 ms
Total Talk Time (CUSTOMER): 16941 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f0469f9e-6358-4bb9-84cb-72c669f943ed_20250530T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII] spoke with [PII] earlier today and she had left me a message to give her a call back.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] I'm sorry, you, uh, I'm so sorry it's a bit difficult to hear you, um, you said you were speaking with [PII], is that what you said?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what, what did you say your name was?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Do you know, um, do you know the last name? Was it [PII] by chance?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII], OK, got you. Give me just a moment, um, [PII], do you.
[CUSTOMER][NEGATIVE] See what? We're breaking up.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.