AccountId: 011433970860
ContactId: 014fbc71-8e7f-4803-87b3-e89498517127
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 21309 ms
Total Talk Time (AGENT): 9440 ms
Total Talk Time (CUSTOMER): 7700 ms
Interruptions: 0
Overall Sentiment: AGENT=4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/014fbc71-8e7f-4803-87b3-e89498517127_20250129T18:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I was just trying to figure out the actual name of the insurance.
[AGENT][NEUTRAL] Uh yeah, this company, it's American Public Life APL.
[CUSTOMER][NEUTRAL] OK, at the American Public Life.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, thank you.