AccountId: 011433970860
ContactId: 28074011-1b80-4d82-a5bf-739102061120
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50659 ms
Total Talk Time (AGENT): 26570 ms
Total Talk Time (CUSTOMER): 21092 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/28074011-1b80-4d82-a5bf-739102061120_20250122T21:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, can you say your company's name again?
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] And you are, what type of company?
[AGENT][NEUTRAL] Um, it's a.
[AGENT][NEUTRAL] it's a company that offers gap policy, limited indemnity policy, different types of policies.
[CUSTOMER][NEUTRAL] I have one that's Am Lincoln Life Insurance. Is that one is also offered from you?
[AGENT][NEUTRAL] That would not be APL.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Alright, alright, thank you.
[AGENT][POSITIVE] Mhm. My pleasure. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, that's it thank you so much you have a nice day.
[AGENT][POSITIVE] I hope you have a great day as well thank you for calling APL. Take care bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.