AccountId: 011433970860
ContactId: 36e2d039-e3ba-4437-b58f-c61be44af6ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96699 ms
Total Talk Time (AGENT): 44578 ms
Total Talk Time (CUSTOMER): 26056 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/36e2d039-e3ba-4437-b58f-c61be44af6ad_20250527T19:30_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] Yes, I'm trying to get the social security office.
[AGENT][NEUTRAL] Social Security office. OK, um, what state are you in? This is an insurance company, but I can
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I can try to Google search it for you. Uh, hold on one moment.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, OK, I have, it's, let me see, Social Security Administration, um, I hope this helps. Is phone number [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, see, I have [PII].
[AGENT][NEUTRAL] Oh yeah, I'm not sure. I just did a Google search for you.
[CUSTOMER][NEUTRAL] So it
[AGENT][POSITIVE] And that's what came up. You're welcome.
[CUSTOMER][POSITIVE] Yeah, thanks.
[CUSTOMER][POSITIVE] Yeah, well, I'm, oh yeah, have a great day. Bye-bye.
[AGENT][POSITIVE] You also, well, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye.