AccountId: 011433970860
ContactId: 06c78630-0ee8-49cc-845d-fe7a68683012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 20180 ms
Total Talk Time (AGENT): 9160 ms
Total Talk Time (CUSTOMER): 8582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/06c78630-0ee8-49cc-845d-fe7a68683012_20250506T14:17_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to double check. This is um American Financial Security Life Insurance.
[AGENT][NEUTRAL] No, ma'am, this is American Public Life Insurance.
[CUSTOMER][POSITIVE] OK, alright, no problem then, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.