AccountId: 011433970860
ContactId: 1f6a610a-ef7b-4fa0-82a2-95b670835eb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64480 ms
Total Talk Time (AGENT): 14001 ms
Total Talk Time (CUSTOMER): 25229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/1f6a610a-ef7b-4fa0-82a2-95b670835eb3_20250311T19:19_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, my name is [PII] and last name is [PII]. I just need to check the claim status.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII]. This is a direct line.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 6670076433.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Uh, this is not the contact number of Philadelphia American Life.
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] No, this is American public life.
[CUSTOMER][POSITIVE] Oh sure, I apologize for that. Have a good one and bye bye.
[AGENT][POSITIVE] Thank you.