AccountId: 011433970860
ContactId: 18de97ab-a0f3-4c89-a29e-322f40a103f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86739 ms
Total Talk Time (AGENT): 9142 ms
Total Talk Time (CUSTOMER): 37004 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/18de97ab-a0f3-4c89-a29e-322f40a103f0_20250509T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] in [PII].
[CUSTOMER][NEUTRAL] My husband and I are getting forgetful. We have, we've been, we get drafted for 127, 12778. What is this that we are being drafted for? We don't know.
[AGENT][POSITIVE] OK, yes, I can get those.
[CUSTOMER][NEUTRAL] What did they pay
[AGENT][NEUTRAL] We offer all kinds of different supplemental coverages.
[CUSTOMER][NEUTRAL] Well, how do we know what we're paying for?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh sure yeah.
[CUSTOMER][NEUTRAL] Supplemental policy coverages for. OK.
[CUSTOMER][NEUTRAL] That's for
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What? I don't know.
[CUSTOMER][NEGATIVE] And I lost her.