AccountId: 011433970860
ContactId: 4330c484-ac3d-47f3-91ed-101cdaac09ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57029 ms
Total Talk Time (AGENT): 24393 ms
Total Talk Time (CUSTOMER): 26582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/4330c484-ac3d-47f3-91ed-101cdaac09ae_20250528T20:03_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII], and I am calling because, uh, this is American Progressive Life and Health Insurance Company of New York, correct?
[AGENT][NEUTRAL] No, ma'am, it is not, Miss [PII]. This is American Public Life Insurance.
[CUSTOMER][NEUTRAL] It's just American.
[CUSTOMER][NEUTRAL] American Public life? OK.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] So did you reach the wrong company?
[CUSTOMER][NEUTRAL] I'm not sure. Do you guys do IRAs or annuities?
[AGENT][NEUTRAL] No, ma'am. We, no, ma'am, we don't.
[CUSTOMER][NEGATIVE] Yeah, you would be, you would be the wrong company then.
[AGENT][NEUTRAL] OK. Well, is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL and I hope you have a nice rest of your day.