AccountId: 011433970860
ContactId: 415e6985-1eb9-4939-a551-c9082afd1802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199559 ms
Total Talk Time (AGENT): 67306 ms
Total Talk Time (CUSTOMER): 35969 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/415e6985-1eb9-4939-a551-c9082afd1802_20250325T13:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling with the law office of Paul and Hunter. I'm calling regarding an email I received regarding some documents, and it says to call for a password.
[AGENT][NEUTRAL] Oh, OK. Give me one minute. Let me, and, and who is, and what is the name of the insured?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh [PII] is the last name.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, give me one minute, let me get that information pulled up.
[AGENT][NEUTRAL] Give me just a few minutes. I'm getting that password.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK. Now, this is a long one and um the first letter will be uppercase and then the rest will be lowercase.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] And then the rest lowercase. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] An exclamation mark.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hold on, I just want to make sure I got it right.
[CUSTOMER][POSITIVE] Awesome, yep, I got it. Thank you so much.
[AGENT][NEUTRAL] OK. And I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] My name is [PII] with the law office of Chimpolis and Hunter.
[AGENT][POSITIVE] All right. I, I know, I got the law office. I thought, OK, I appreciate it. Is there anything else I could do to help you with?
[CUSTOMER][POSITIVE] Um, nope, that's all. Thank you so much. I appreciate your help. Have a good day, OK.
[AGENT][POSITIVE] OK. Yeah, my pleasure. You're welcome. You have a, you have a good day and thank you for calling American Public Line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Goodbye.
[CUSTOMER][NEUTRAL] OK bye.