AccountId: 011433970860
ContactId: a11864f3-f0c1-4dec-b0be-a7cd90e113ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70980 ms
Total Talk Time (AGENT): 22189 ms
Total Talk Time (CUSTOMER): 18399 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/a11864f3-f0c1-4dec-b0be-a7cd90e113ec_20250410T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I got a request for um an ENL certificate. Who do I send it to?
[AGENT][NEUTRAL] Um, you send that to, um, hold on, let me get that email address for you and I can tell you.
[AGENT][NEUTRAL] OK, you'll send it to APL as an American Public Life APL dash agent appointments.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on for one second.
[CUSTOMER][NEUTRAL] OK, so APL dash agent appointments with an S.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alright, I'll send that right now thank you very much.
[AGENT][POSITIVE] You're most welcome. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.