AccountId: 011433970860
ContactId: 4e0fac37-abe3-4f47-a8ed-db23970a4f28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42790 ms
Total Talk Time (AGENT): 16360 ms
Total Talk Time (CUSTOMER): 15149 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4e0fac37-abe3-4f47-a8ed-db23970a4f28_20250117T14:03_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling about my husband's disability check.
[AGENT][NEUTRAL] OK. And what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I spell your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK. Are you on the policy?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so we'll need to get him on the phone to get permission to speak with you, [PII]?
[CUSTOMER][NEUTRAL] You're on promotion.