AccountId: 011433970860
ContactId: 36d9eb5f-3ffc-4738-afaa-2d6bb53d9948
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89410 ms
Total Talk Time (AGENT): 23458 ms
Total Talk Time (CUSTOMER): 24309 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/36d9eb5f-3ffc-4738-afaa-2d6bb53d9948_20250121T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] in um Medlink. I have policy number 2296628.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For um Germanalbachi he's needing [PII] username. I was wondering if you can give that to me.
[AGENT][NEUTRAL] Uh, sure, I can. Give me just a second to pull it up.
[AGENT][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just a second.
[AGENT][NEUTRAL] OK, that will be [PII]
[CUSTOMER][NEUTRAL] OK, which is the [PII]?
[AGENT][NEUTRAL] Uh, no, they are all lowercase.
[CUSTOMER][NEUTRAL] Lower case, so [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sounds good thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good day bye.
[AGENT][POSITIVE] Thank you, you too.