AccountId: 011433970860
ContactId: 3d9d74d0-a33d-49b6-9629-67144602385d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93220 ms
Total Talk Time (AGENT): 35264 ms
Total Talk Time (CUSTOMER): 30096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3d9d74d0-a33d-49b6-9629-67144602385d_20250603T16:05_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][POSITIVE] Hey, how are you doing today?
[AGENT][POSITIVE] Hey, I'm doing fine.
[CUSTOMER][NEUTRAL] Good, um, so look, we, um.
[CUSTOMER][NEGATIVE] Sorry, I was trying to do something real quick. We are trying to get my agency logging up on a on a new system, but we're still getting errors.
[AGENT][NEUTRAL] So they're current I just.
[AGENT][NEUTRAL] OK, OK, um, are you trying to log in as an agency or an agent?
[CUSTOMER][NEUTRAL] Agency, are you, am I on speaker?
[AGENT][NEUTRAL] No, um, what agency are you trying to log in as?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Steel insurance of Acadiana.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] That's a
[AGENT][NEUTRAL] Like S T E E L.
[CUSTOMER][NEUTRAL] S T I E L.
[AGENT][NEUTRAL] What email address are you using?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So the one we have on file for the agency is [PII].
[AGENT][NEUTRAL] 00, you like I was like.
[CUSTOMER][NEUTRAL] OK, that's what I needed to go through.
[CUSTOMER][NEUTRAL] OK, that's I'll, I'll go create it off of that. That's fine.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] All right thanks a lot.