AccountId: 011433970860
ContactId: 29a57178-e31f-4aa1-8f78-f3bcf0357914
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51040 ms
Total Talk Time (AGENT): 26378 ms
Total Talk Time (CUSTOMER): 26440 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/29a57178-e31f-4aa1-8f78-f3bcf0357914_20250423T18:49_UTC.wav
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[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] I've got a missed call from this number.
[AGENT][NEUTRAL] A missed call from this number?
[CUSTOMER][NEGATIVE] Just returning the call.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I, this is American Public Life. Do you do business with us or what is your name?
[CUSTOMER][NEUTRAL] y'all called me. Um, I don't, I don't, it doesn't matter. I just didn't know. I, I don't know. This is like an on, this is like a 24 hour phone that we use at our company.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What company are you with?
[CUSTOMER][NEUTRAL] So I have no idea.
[AGENT][NEUTRAL] OK, well, I, I didn't I didn't personally call you, so I'm sorry, I don't know, um, we're an insurance company, American Public Life. Do you guys have business with us?
[CUSTOMER][NEUTRAL] Uh RA [PII].
[CUSTOMER][NEUTRAL] Probably just trying to sell us insurance I guess. I don't know. I was just returning the call.
[AGENT][NEUTRAL] OK, well, I'm sorry, I'm not sure who called you. All right, have a good day.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] It's OK. I was just trying to return the call. You too.
[AGENT][NEUTRAL] Yeah.