AccountId: 011433970860
ContactId: 520e3b44-1f73-4707-baec-d90bb95b4ee4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 25719 ms
Total Talk Time (AGENT): 8549 ms
Total Talk Time (CUSTOMER): 15999 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/520e3b44-1f73-4707-baec-d90bb95b4ee4_20250512T15:58_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], this is [PII] on the care team. I've got an insured on the line. He's got a life insurance policy. I want to see if the premium is gonna increase for his renewal. Do you help with that or is that customer service?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] That's gonna be customer service.
[CUSTOMER][POSITIVE] OK, OK, I'll get him over there thank you so much.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.