AccountId: 011433970860
ContactId: 374d144d-63d8-4ed2-ba06-5847d6453d55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 24489 ms
Total Talk Time (AGENT): 9981 ms
Total Talk Time (CUSTOMER): 10450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/374d144d-63d8-4ed2-ba06-5847d6453d55_20250513T18:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII]. I, I don't know if this is the right area, but are you part of American Financial Security Life Insurance?
[AGENT][NEUTRAL] Uh, no, ma'am. Uh, just American Public Life.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh yes ma'am, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mm