AccountId: 011433970860
ContactId: 17114eae-dc33-4725-97e7-a1eaa19108d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45090 ms
Total Talk Time (AGENT): 10690 ms
Total Talk Time (CUSTOMER): 29059 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/17114eae-dc33-4725-97e7-a1eaa19108d3_20250314T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Fulton Commons, the rehab and nursing home, and one of our long term residents changed his insurance when I run it, it's coming up American Progressive Life, so I just wanted to.
[CUSTOMER][NEUTRAL] Kind of see if he has something with you guys.
[AGENT][NEUTRAL] Is it American progressive or American public?
[CUSTOMER][NEUTRAL] It says American Progressive.
[AGENT][NEUTRAL] OK, we're American public life.
[CUSTOMER][NEUTRAL] Life.
[CUSTOMER][POSITIVE] I give me somewhere. OK, thank you.
[AGENT][POSITIVE] You're welcome.