AccountId: 011433970860
ContactId: 6d96874f-b699-4048-9475-ee1a9df84b84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93400 ms
Total Talk Time (AGENT): 38346 ms
Total Talk Time (CUSTOMER): 24203 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/6d96874f-b699-4048-9475-ee1a9df84b84_20250411T14:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], is [PII] is [PII] there?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, you mean, are you talking about [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, she is, she must be on another line. Hang on just a second, let me look.
[AGENT][NEUTRAL] What's call.
[CUSTOMER][NEUTRAL] OK, just tell her it's [PII]. I have one more question for her.
[AGENT][NEUTRAL] [PII]. OK, hang on just a second, let me see.
[CUSTOMER][NEUTRAL] Yeah, I just have one more question.
[AGENT][NEUTRAL] OK, give me just a second, let me see what I can get her.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] She must be on another call.
[AGENT][NEUTRAL] She's not responding to me. Um, do you want me to ask her? I'm I can have her call you back if you like.
[CUSTOMER][NEUTRAL] Yeah, she has my number. Just ask her, uh, I tell her I got her message. um can I reduce the amount of the insurance?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Reduce the amount of the interest of insurance. OK, OK, um, and she's got your number. OK, yeah, no problem, I'll have her call you.
[CUSTOMER][NEUTRAL] Is my quest.
[CUSTOMER][POSITIVE] Thank you. Yes, she is my number. Thank you. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.