AccountId: 011433970860
ContactId: 5a8e9a70-c6c5-494b-92c1-571d4b5f933d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164360 ms
Total Talk Time (AGENT): 40170 ms
Total Talk Time (CUSTOMER): 20187 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/5a8e9a70-c6c5-494b-92c1-571d4b5f933d_20250507T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was wondering if I could speak to [PII].
[AGENT][NEUTRAL] [PII], may I ask who's calling, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, do you have a policy with us?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] You do not and and can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a quick hold to see if [PII] is available. It's going to be just a moment while I check for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII], I'm gonna transfer you now to Ms. [PII]. It's gonna be just a, a brief hold.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] I got [PII] on the other line.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] You're welcome. I'm gonna release the call bye bye.
[CUSTOMER][POSITIVE] All right thank you.