AccountId: 011433970860
ContactId: 322f9147-e328-4ee7-a66d-770b42db199b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 18139 ms
Total Talk Time (AGENT): 8600 ms
Total Talk Time (CUSTOMER): 8649 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/322f9147-e328-4ee7-a66d-770b42db199b_20250130T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I had a policy with you, um, but I don't have it anymore and I can't seem to find the card. Could you look it up for me?
[AGENT][NEUTRAL] Sure, can you go ahead and give me your name and your social security number.