AccountId: 011433970860
ContactId: 5761d389-e9e4-495d-98fe-7985c21ec0b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45979 ms
Total Talk Time (AGENT): 13702 ms
Total Talk Time (CUSTOMER): 23611 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.8, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/5761d389-e9e4-495d-98fe-7985c21ec0b8_20250618T19:27_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] So, who's speaking?
[AGENT][NEUTRAL] Oh, I feel.
[CUSTOMER][NEUTRAL] Who is speaking?
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you? I don't.
[CUSTOMER][NEUTRAL] So, this is [PII] and I'm an agent.
[CUSTOMER][NEGATIVE] I'm having trouble with the website.
[AGENT][NEUTRAL] OK, have you created a new login?
[CUSTOMER][NEUTRAL] Well, I did. I created and created it under [PII].
[CUSTOMER][NEUTRAL] But our commissions and reports come to more insurance group and I went back.
[AGENT][NEGATIVE] I mean, it's not my favorite decision.
[AGENT][NEUTRAL] So you have two agencies? Yeah.
[CUSTOMER][NEGATIVE] I can't understand you.
[CUSTOMER][NEUTRAL] Well, I have an I have an old account under Bob Moore insurance and then there's a more insurance group.