AccountId: 011433970860
ContactId: fee96c41-fbd0-4267-aa89-2a526e5dc19b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143820 ms
Total Talk Time (AGENT): 24004 ms
Total Talk Time (CUSTOMER): 9988 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/fee96c41-fbd0-4267-aa89-2a526e5dc19b_20250320T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, could you uh switch me over to [PII] please?
[AGENT][NEUTRAL] Oh, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, give me just a second. I'm so sorry I had to grab her.
[CUSTOMER][NEUTRAL] Now.
[AGENT][NEUTRAL] Is it calling you?
[AGENT][NEUTRAL] It's that you're busy now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right now.
[AGENT][NEGATIVE] It still won't let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sir,
[AGENT][NEUTRAL] Sir.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] I'm so sorry I'm having an issue with my phone. She said she'll give you a call right back, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you sir sorry about that.