AccountId: 011433970860
ContactId: 8bce708b-fb7a-45ac-9e1e-3b5220ad2290
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 44119 ms
Total Talk Time (AGENT): 15727 ms
Total Talk Time (CUSTOMER): 27070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/8bce708b-fb7a-45ac-9e1e-3b5220ad2290_20250624T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh sorry, every time you said your name it, it kind of digitized. Hey, [PII], my name is [PII], and a quick question for you, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does APL, so this is an individual gap policy that you guys sell?
[AGENT][NEUTRAL] We do not, it's a group policy. It's not individual. yeah.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] The group policy. OK, I was looking for an individual thing for somebody. OK, very good.
[AGENT][NEGATIVE] Oh unfortunately we sell group products.
[CUSTOMER][POSITIVE] OK. Well, that's good. Thanks for your time.
[AGENT][POSITIVE] Thanks, thanks for calling APL mm bye bye.
[CUSTOMER][NEUTRAL] I know.