AccountId: 011433970860
ContactId: 75d37722-0ea9-496d-8fe1-3dda65ab11cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42200 ms
Total Talk Time (AGENT): 18281 ms
Total Talk Time (CUSTOMER): 22818 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/75d37722-0ea9-496d-8fe1-3dda65ab11cf_20250423T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] and billing. How are you?
[AGENT][POSITIVE] Hey [PII] doing good how are you?
[CUSTOMER][NEUTRAL] I'm well. I have a Miss [PII] on the phone. She's got uh some letters in the mail about a, a policy that she can with portability, and she's got some questions about it that I just can't answer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, that would go to customer service.
[CUSTOMER][POSITIVE] I apologize. I was thinking everything had to go through the care team. I, I apologize.
[AGENT][MIXED] No, that's OK. So you're OK. It's OK. It's confusing, trust me.
[CUSTOMER][NEUTRAL] All right, let me give them a call.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Right.