AccountId: 011433970860
ContactId: 09a601bd-31e2-4060-b825-4d4f5b22023e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77739 ms
Total Talk Time (AGENT): 22789 ms
Total Talk Time (CUSTOMER): 31792 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/09a601bd-31e2-4060-b825-4d4f5b22023e_20250409T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm just calling to get a breakdown about a over over a page for a patient. I'm sorry.
[AGENT][NEUTRAL] OK, and you say [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] Um, what was your name? I'm sorry, I didn't catch it.
[CUSTOMER][NEUTRAL] It's OK, [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number is U7241317501.
[AGENT][NEUTRAL] One of our policy numbers. Do you have the last name or the social?
[CUSTOMER][NEUTRAL] Um, social is [PII].
[CUSTOMER][POSITIVE] Um, it was for her. It's for and better, like the car said and better, and it gave me this number.
[AGENT][NEUTRAL] Um, this is American Public Life.
[AGENT][NEUTRAL] I'm not sure what Abe is.
[CUSTOMER][POSITIVE] OK, that's not a problem thank you.
[AGENT][POSITIVE] OK, thank you.