AccountId: 011433970860
ContactId: 773240ea-aa4c-4318-900e-2232334a7517
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111730 ms
Total Talk Time (AGENT): 32110 ms
Total Talk Time (CUSTOMER): 39527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/773240ea-aa4c-4318-900e-2232334a7517_20250305T20:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII]. How are you today?
[AGENT][NEUTRAL] Hey, well, how are you?
[CUSTOMER][NEUTRAL] Good good hey [PII], um, can you send me over the summary of for this PRD?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's PRD 20665. It's called [PII].
[CUSTOMER][NEUTRAL] The broker's asking me, will the gap meddling plan that they have cover EKGs completed in the doctor's office, and I don't have a copy of the broker, heaven forbid they have a copy of the summary, but I just don't have a copy of the summary on this one.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so,
[AGENT][POSITIVE] Maybe if I can get to it, give me just a second, I'm sorry.
[CUSTOMER][NEUTRAL] No, it's OK. It's never easy.
[AGENT][NEUTRAL] OK, I think I found it. I just hold on I just wanna make sure that it's the same.
[AGENT][NEUTRAL] Premiums that they're that's what's in our system so that it's.
[AGENT][NEUTRAL] 26055 policy all.
[AGENT][POSITIVE] Active 80, yeah, yeah, I found it.
[CUSTOMER][POSITIVE] OK, yeah, just send it over to any email address that makes you laugh, OK?
[AGENT][POSITIVE] OK perfect I'll get it over to you.
[CUSTOMER][POSITIVE] Yeah, alright, thanks. Alright, cool, thanks, bye.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] I