AccountId: 011433970860
ContactId: 4005a4f2-6738-400f-b30f-e314f0c7c443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78989 ms
Total Talk Time (AGENT): 21609 ms
Total Talk Time (CUSTOMER): 18811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4005a4f2-6738-400f-b30f-e314f0c7c443_20250122T18:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi, doctor. Is [PII] available?
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon. Is [PII] available?
[AGENT][NEUTRAL] Sure, can I tell her who's calling?
[CUSTOMER][NEUTRAL] Sure, this is [PII] with the insurance office. Raulata with National MGA.
[AGENT][NEUTRAL] OK, hold on a second, [PII], let me see if she's available.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You want me to take a message from [PII] or do you wanna talk to him?
[AGENT][NEUTRAL] Got an AOR
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We got to figure out where your phone number is. There we go.
[CUSTOMER][NEUTRAL] Now.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] And I'm personalization.
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I'm gonna join roll right.
[CUSTOMER][POSITIVE] Alright thanks