AccountId: 011433970860
ContactId: 085bc819-5793-4ca0-a505-213392101f7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49880 ms
Total Talk Time (AGENT): 24000 ms
Total Talk Time (CUSTOMER): 19342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/085bc819-5793-4ca0-a505-213392101f7b_20250407T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I just spoke to somebody about a policy um I was needing the um address for um.
[CUSTOMER][NEUTRAL] For the American Public Life Insurance.
[AGENT][NEUTRAL] Oh, for claims?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can give that to you. Are you ready?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right all right thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too alright bye bye.
[AGENT][NEUTRAL] Bye bye.