AccountId: 011433970860
ContactId: a113a60e-17b1-420c-a648-09cd24b01406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224960 ms
Total Talk Time (AGENT): 28110 ms
Total Talk Time (CUSTOMER): 27760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a113a60e-17b1-420c-a648-09cd24b01406_20250609T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, can you transfer us please to the Universal trucking thing please?
[AGENT][NEUTRAL] OK, one moment. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, 249-502-4.
[AGENT][NEUTRAL] And may I have your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. It's in my husband's name [PII]. He's on the phone also. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment, let me see if I can get you over.
[AGENT][NEUTRAL] And this is for disability?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment. Let me find the number for Universal Trucking.
[AGENT][NEUTRAL] One moment, I'm gonna place you on a brief hold. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits