AccountId: 011433970860
ContactId: 076b300f-cac0-477e-a35e-1567a074ea17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43450 ms
Total Talk Time (AGENT): 15830 ms
Total Talk Time (CUSTOMER): 11770 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/076b300f-cac0-477e-a35e-1567a074ea17_20250115T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Yes, she's someone to call me.
[AGENT][NEUTRAL] Uh, this must have been a call back.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, [PII], and how can I help you?
[CUSTOMER][NEUTRAL] Someone called me.
[AGENT][NEUTRAL] Did they leave a message?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK. Do you have a policy with American Public Life?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. I'm not sure then who may have called.
[CUSTOMER][POSITIVE] Well, OK, I'll just return the call. Thank you. Have a great day.
[AGENT][POSITIVE] You're, you're welcome.