AccountId: 011433970860
ContactId: 473310bb-a36b-457e-b143-3a76bf32455b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42139 ms
Total Talk Time (AGENT): 18238 ms
Total Talk Time (CUSTOMER): 25041 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/473310bb-a36b-457e-b143-3a76bf32455b_20250529T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in billing. How are you?
[AGENT][NEUTRAL] I'm good, [PII]. How are you, dear?
[CUSTOMER][NEUTRAL] I'm OK, so I have a Miss [PII] on the phone. She's needing to know what her policy covers and.
[CUSTOMER][NEGATIVE] I am not knowledgeable enough yet to learn, I mean to know what to tell them I was not sure if that was customer service.
[AGENT][NEUTRAL] I think it's the care team. If she's wanting benefit kind of information, it's gonna be the care team.
[CUSTOMER][NEUTRAL] Darn
[CUSTOMER][POSITIVE] Yes, ma'am. OK, sorry. Thank you so much.
[AGENT][NEUTRAL] No, you're fine, honey, you're fine.
[CUSTOMER][POSITIVE] Alright, I'll, I'll get her over there then thank you bye.
[AGENT][POSITIVE] Alright, OK, thank you, bye dear.