AccountId: 011433970860
ContactId: 713c1d27-f479-4152-aab8-ca9e0d589bf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 31680 ms
Total Talk Time (AGENT): 9450 ms
Total Talk Time (CUSTOMER): 15221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/713c1d27-f479-4152-aab8-ca9e0d589bf9_20250321T20:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII].
[CUSTOMER][NEGATIVE] And I'm calling because I'd like to cancel my policy.
[AGENT][NEUTRAL] OK, um, what is your policy number?
[CUSTOMER][NEUTRAL] Um, are you working from home or in the office?
[AGENT][NEUTRAL] I'm from home. Can you hear me OK?
[CUSTOMER][NEUTRAL] Yeah, I, I, I don't like that work from home stuff and I'm trying to take care of my business. I'll call back.