AccountId: 011433970860
ContactId: 4115da70-e470-4f1c-97eb-5ce76439fcf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 32470 ms
Total Talk Time (AGENT): 6488 ms
Total Talk Time (CUSTOMER): 17446 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/4115da70-e470-4f1c-97eb-5ce76439fcf0_20250527T14:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, this is [PII]. I was just on the phone with someone. I'm trying to reach her again.
[CUSTOMER][NEUTRAL] I forgot her name.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, we was talking about my, my situation that I have with y'all. Is this the place on [PII], right?
[AGENT][NEUTRAL] And we're American public life.