AccountId: 011433970860
ContactId: 178f6257-c3d6-4f9a-9b38-4d641c810238
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53930 ms
Total Talk Time (AGENT): 25771 ms
Total Talk Time (CUSTOMER): 30579 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/178f6257-c3d6-4f9a-9b38-4d641c810238_20250304T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, I was trying to get someone with the life policy. Everyone is available, but no one's answering, so.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh my gosh. Um, did you click on the claim support?
[CUSTOMER][NEUTRAL] No, I clicked on on the cancer, disability, intensive care, heart attack, stroke, life, yeah, cause it's regarding to a life policy.
[AGENT][NEUTRAL] Life
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, well,
[AGENT][NEGATIVE] You want to try again? I don't understand. I have to sometimes do it 2 or 3 times.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because I'm looking at the, there's 1234 people available but no one's answering the phones, so I'm gonna try again.
[AGENT][NEUTRAL] Crazy.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright, sweet.
[AGENT][POSITIVE] All right. We'll talk to you later. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Alright, bye.