AccountId: 011433970860
ContactId: 53b6f62b-237f-4969-b584-ecb877d884d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41610 ms
Total Talk Time (AGENT): 10191 ms
Total Talk Time (CUSTOMER): 19258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/53b6f62b-237f-4969-b584-ecb877d884d9_20250425T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from the care team. Uh, hold on. I have someone on the line and her and her husband are looking to sign up for APL insurance.
[AGENT][NEUTRAL] Um, that would be a new business, uh, that wouldn't be billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. I wasn't sure and.
[CUSTOMER][POSITIVE] OK, thank you for your time.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] OK, bye.