AccountId: 011433970860
ContactId: 0065ab17-43f7-4bee-a699-1cb40c7548e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 31670 ms
Total Talk Time (AGENT): 4699 ms
Total Talk Time (CUSTOMER): 23871 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0065ab17-43f7-4bee-a699-1cb40c7548e7_20250515T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon, Ms. [PII]. I'm calling from Google Maps just to verify a specific location for the insurance company if it's still open, and, uh, this call would be monitored and recorded for quality assurance training to improve our product and services, uh, for American Public Life [PII], are you still open at [PII]?
[AGENT][NEUTRAL] Let me put you on hold, OK?
[CUSTOMER][NEUTRAL] All right, thank you. You are on hold.