AccountId: 011433970860
ContactId: 5761d0e0-5b9f-464b-a549-2f99c37a4adf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119400 ms
Total Talk Time (AGENT): 19087 ms
Total Talk Time (CUSTOMER): 27392 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/2025/04/23/5761d0e0-5b9f-464b-a549-2f99c37a4adf_20250423T19:36_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], I need [PII], please.
[AGENT][NEUTRAL] OK, I can see if she is available um what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I just spoke with her a little bit ago.
[AGENT][NEUTRAL] OK, um, [PII], was this for your, uh, individual policy?
[CUSTOMER][NEUTRAL] No, we're we're, uh, um, we're one of your, we have a lot of groups with you guys.
[AGENT][NEUTRAL] Oh, OK, so are you an admin then?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK, sure, um, [PII], what was your last name, please?
[CUSTOMER][NEUTRAL] It's too long. Just tell her, [PII], she knows cause we just spoke about this particular group.
[CUSTOMER][NEUTRAL] Just tell her [PII]'s calling back regarding Place of Hope.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.