AccountId: 011433970860
ContactId: 12e6f103-fa52-43fd-8b5d-403836fa39a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65559 ms
Total Talk Time (AGENT): 13141 ms
Total Talk Time (CUSTOMER): 28848 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/12e6f103-fa52-43fd-8b5d-403836fa39a8_20250605T16:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ACL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello?
[CUSTOMER][POSITIVE] I really welcome. Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just checking on something. Suppose I want coverage for this insurance, how would I go about it?
[AGENT][NEUTRAL] I'm sorry, uh, you were, we need to check what it's a little bit difficult to hear you.
[CUSTOMER][NEUTRAL] I said I need suppose I need insurance for this company. What do you have?
[CUSTOMER][NEUTRAL] How would I go about it, getting it, getting the insurance.
[CUSTOMER][NEUTRAL] You're hearing me?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.