AccountId: 011433970860
ContactId: 4febe965-9363-4242-9753-d00477b00c37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55220 ms
Total Talk Time (AGENT): 13270 ms
Total Talk Time (CUSTOMER): 38979 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4febe965-9363-4242-9753-d00477b00c37_20250602T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the care team. I've got, um, I've got Miss [PII] on the phone. She is with Coil Kylie Insurance Agency.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's calling about group number 19253 surplus management.
[CUSTOMER][NEUTRAL] She was able to verify the group for me. Uh, she said that they're going through some major changes that another company is buying the group, and she has many questions about it that she needs help with.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, so, uh, we will definitely see what we can do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright well thank you you have a blessed day.
[AGENT][POSITIVE] Thank you. Yes, you too.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Mhm bye.
[CUSTOMER][NEUTRAL] Yes, hi there.
[AGENT][POSITIVE] Hi, yes, thank you for