AccountId: 011433970860
ContactId: 14b11dc7-85db-45db-b669-b1d91a00335f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 28770 ms
Total Talk Time (AGENT): 10009 ms
Total Talk Time (CUSTOMER): 15941 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/14b11dc7-85db-45db-b669-b1d91a00335f_20250604T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I am [PII] and last name is [PII]. Can I know you're from Medicaid California?
[AGENT][NEUTRAL] No, this is American Public Life APL. We're not a part of Medicaid.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you so much. I think I am done wrong and have a nice day. Bye-bye.
[AGENT][POSITIVE] You too, thank you for calling APO bye.