AccountId: 011433970860
ContactId: 82ad11c8-ad63-410e-a0d1-8f41a2566e7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47220 ms
Total Talk Time (AGENT): 23940 ms
Total Talk Time (CUSTOMER): 22240 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/82ad11c8-ad63-410e-a0d1-8f41a2566e7f_20250212T19:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm doing good, [PII], how are you?
[CUSTOMER][NEUTRAL] Hey, I'm good. I have a guy on this on the line asking about an accident claim. I don't think I called the right line.
[AGENT][NEUTRAL] OK, um, I may be able to assist you. We do have accident policies. Um, are you calling, wait, are you calling with the group?
[CUSTOMER][NEUTRAL] No, no, no, so this is [PII] in customer care, [PII], you didn't realize.
[AGENT][NEUTRAL] Oh, hi [PII], I didn't even catch that. OK, so wait, so like.
[CUSTOMER][POSITIVE] It's OK, girl, don't worry about it. Yeah.
[AGENT][NEGATIVE] OK, yeah, no, you didn't call the right person.
[CUSTOMER][POSITIVE] I know, it's all good, girl. Don't worry about it. Thank you.
[AGENT][POSITIVE] All right, you're welcome. Bye.