AccountId: 011433970860
ContactId: a6a8bf83-8cd1-47cc-99a8-9deefbf32758
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119879 ms
Total Talk Time (AGENT): 23308 ms
Total Talk Time (CUSTOMER): 42840 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/a6a8bf83-8cd1-47cc-99a8-9deefbf32758_20250123T20:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling Alis [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling Eli [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Sage Law. I'm returning a voice message I received from a [PII].
[AGENT][NEUTRAL] OK, you, I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] OK, I'm sorry. My name is [PII] and I'm calling with Sage Law Offices.
[AGENT][NEUTRAL] And can I get your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And did she leave you a policy number or just her name?
[CUSTOMER][NEUTRAL] Just her name and she said she's at extension [PII].
[AGENT][NEUTRAL] OK, give me one second, let me see if she's available.
[CUSTOMER][NEUTRAL] Give me one second, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. Um, I have uh an [PII] calling you back from Sage Law offices.
[CUSTOMER][POSITIVE] Oh, yes, you can transfer her. Thank you. I appreciate it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Hello,