AccountId: 011433970860
ContactId: 049c5a1d-d69a-4d6f-be39-c9b5ad417c38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113230 ms
Total Talk Time (AGENT): 35285 ms
Total Talk Time (CUSTOMER): 59991 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/049c5a1d-d69a-4d6f-be39-c9b5ad417c38_20250401T17:55_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] You get like it together?
[AGENT][NEUTRAL] I want to start with.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The uh
[AGENT][NEUTRAL] OK so.
[CUSTOMER][NEUTRAL] She.
[CUSTOMER][NEUTRAL] This one la la make insurance APL it's a uh uh a an APO the American.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like on IPL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No this is the thing this.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I was so
[CUSTOMER][NEUTRAL] me your medical insurance with APL as well. This is your dental insurance is with American public life, so that's the same American APL.
[CUSTOMER][NEUTRAL] And the phone my mother's number is and my number is unochose says.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Never sin.
[CUSTOMER][NEUTRAL] Yeah I I see no middle. You kill it. I see the middle space.
[AGENT][NEUTRAL] It's you.
[AGENT][NEGATIVE] So you know there's a tournament and ae and all the lauer to [PII] everywhere are gonna confusion I think we have when they use and no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I.