AccountId: 011433970860
ContactId: 723f6251-3bbe-486c-9a12-929cfc7cea83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52229 ms
Total Talk Time (AGENT): 16879 ms
Total Talk Time (CUSTOMER): 18940 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/723f6251-3bbe-486c-9a12-929cfc7cea83_20250417T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Oh, she already had helped me.
[AGENT][NEUTRAL] Uh, what can we help you with?
[CUSTOMER][NEUTRAL] Yeah, just tell me to hold on.
[CUSTOMER][POSITIVE] She, the lady already helped me. She just told me to hold on.
[AGENT][NEUTRAL] Oh was your call disconnected?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, she, I might have misunderstood. She might have told me everything was OK. I don't, yeah.
[AGENT][NEUTRAL] OK, um, do you want me to get your policy pulled up and we can take a look?
[CUSTOMER][POSITIVE] Well, I think she got everything situated.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well I hope you have a great rest of your day. Let us know if you need anything else.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, bye bye.