AccountId: 011433970860
ContactId: 38d3597d-af49-44ac-8c2a-635156c46365
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93610 ms
Total Talk Time (AGENT): 42027 ms
Total Talk Time (CUSTOMER): 19899 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/38d3597d-af49-44ac-8c2a-635156c46365_20250113T21:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It in play all of sispanion.
[AGENT][NEUTRAL] Uh, you need someone who speaks Spanish. Is that correct?
[CUSTOMER][NEUTRAL] Spanish is clearer [PII], please.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] The Spanish or genre.
[AGENT][NEUTRAL] I'm going to transfer you to our Spanish line. One moment.
[CUSTOMER][NEUTRAL] Hispanic, it's Spanish.
[AGENT][NEUTRAL] Uno uh-huh uno momento.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] American Public Life. My name is [PII].
[AGENT][NEUTRAL] Hi, [PII]. It's [PII] on the care team. How are you today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good, thank you. I have um a member, well, I, no, I shouldn't say that because they needed the Spanish line, so I was not able to understand. I don't know if it's the provider or an insured, and I don't have a policy. OK, are you ready?
[CUSTOMER][NEUTRAL] OK, that's fine whenever you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][POSITIVE] Thank you so much. Have a nice evening, [PII]. All right, bye-bye.
[CUSTOMER][NEUTRAL] You too bye.