AccountId: 011433970860
ContactId: 3da34628-c6cf-4d2b-b0e3-f8ef2270f0b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 30250 ms
Total Talk Time (AGENT): 8580 ms
Total Talk Time (CUSTOMER): 17084 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/3da34628-c6cf-4d2b-b0e3-f8ef2270f0b6_20250325T18:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this people's life insurance.
[AGENT][NEUTRAL] Uh, no, sir, this is American Public Line.
[CUSTOMER][NEUTRAL] Uh, I pull up people's life insurance and they give me y'all's number.
[CUSTOMER][NEUTRAL] Y'all's number [PII].
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] OK, I'm sorry, thank you.
[AGENT][POSITIVE] Well, thank you. You have a good day.