AccountId: 011433970860
ContactId: 2a2736e6-7937-46d6-8079-3debb45f9355
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49619 ms
Total Talk Time (AGENT): 12369 ms
Total Talk Time (CUSTOMER): 23012 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/2a2736e6-7937-46d6-8079-3debb45f9355_20250320T20:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. Last name initial is [PII]. I want to check the status of the claim.
[AGENT][NEUTRAL] Can I get a callback number?
[CUSTOMER][NEUTRAL] [PII], sorry, [PII], sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy number you're calling on?
[CUSTOMER][NEUTRAL] It is a directly.
[CUSTOMER][NEUTRAL] It is A as in Alpha 2031.
[AGENT][NEUTRAL] OK, that's not our policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 90 degrees, right?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][POSITIVE] OK fine thank you.
[AGENT][POSITIVE] You're welcome.