AccountId: 011433970860
ContactId: 1503eff7-0cf1-4ddc-9136-50d033a0629f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98400 ms
Total Talk Time (AGENT): 25979 ms
Total Talk Time (CUSTOMER): 28992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/1503eff7-0cf1-4ddc-9136-50d033a0629f_20250512T19:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII]. I live in [PII], and I'm fixing to retire. And I have a group policy and I was just wondering how much it would be when I retire or if I would be able to keep it.
[AGENT][NEUTRAL] OK, sure, yeah, I can give that information. And may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] 13, all I have is the group 13041.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull the.
[AGENT][NEUTRAL] OK, how do you spell your last name?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, can you hear me?