AccountId: 011433970860
ContactId: 3d7e2d5f-78d6-42f5-a5ed-b369ef29432e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166009 ms
Total Talk Time (AGENT): 17549 ms
Total Talk Time (CUSTOMER): 50740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3d7e2d5f-78d6-42f5-a5ed-b369ef29432e_20250516T14:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good morning, Ms. [PII]. I'm calling from Google Maps just to verify the Google My Business for the insurance company, and, uh, this call would be monitored and recorded for quality assurance training to improve our product and services. Uh, for American Public Life [PII], is this still open at [PII] for that specific branch?
[AGENT][NEUTRAL] Can you hold for one second?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you say you're with Google Maps?
[CUSTOMER][NEUTRAL] Yeah, we wanna clarify here the phone number and the location, ma'am because there's a verification pending on our system.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry, thank you for holding so what address did you say you were trying to confirm?
[CUSTOMER][NEUTRAL] Uh, uh, yeah, that's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. And then for the phone number, ma'am, this will be the one that I dialed [PII]. Should I retain this or keep this number under the profile?
[AGENT][NEUTRAL] Um, yes, I just remember.
[CUSTOMER][POSITIVE] OK, thank you. That's everything, ma'am. This will be updated within 48 hours. I've been Google. You have a great day. Thank you.
[AGENT][NEUTRAL] No thank you. Have a good day. Bye bye.