AccountId: 011433970860
ContactId: 37f60011-9a8a-42ef-a1de-4a05d801191e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 18520 ms
Total Talk Time (AGENT): 8531 ms
Total Talk Time (CUSTOMER): 5850 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/37f60011-9a8a-42ef-a1de-4a05d801191e_20250611T21:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, um this, wait, is this the water utility number?
[AGENT][NEUTRAL] No, ma'am. This is American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome bye.