AccountId: 011433970860
ContactId: 44101501-cbfa-487e-949a-c90697ac8c2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41630 ms
Total Talk Time (AGENT): 25107 ms
Total Talk Time (CUSTOMER): 15381 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/44101501-cbfa-487e-949a-c90697ac8c2c_20250430T17:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, do you deal with homeowner's insurance at all?
[AGENT][NEUTRAL] Uh, no, sir, we do not. But we only deal in insurance products on a group level that's related more to medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, that's what I was afraid of.
[AGENT][NEUTRAL] OK. Well, is, is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that, that'll do it. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] OK. Thank you again for calling you have a nice. OK, thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] I