AccountId: 011433970860
ContactId: aa30aa2c-3e1f-47ea-a4c5-db834a02b6cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70099 ms
Total Talk Time (AGENT): 28919 ms
Total Talk Time (CUSTOMER): 43229 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/aa30aa2c-3e1f-47ea-a4c5-db834a02b6cf_20250428T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, this is [PII]. How are you?
[AGENT][NEUTRAL] I'm fine, [PII], how are you?
[CUSTOMER][POSITIVE] I'm doing well thank you for asking.
[AGENT][POSITIVE] Good, good, good. What you got?
[CUSTOMER][NEUTRAL] So I have a sweet lady on the line who's wanting to verify if she can continue her policy when she retires.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. What's that policy number, dear?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 429081 [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Or Houghton, I'm sorry, it's pronounced Houghton.
[AGENT][NEUTRAL] Halton
[CUSTOMER][NEUTRAL] Halton. Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. She's fully verified.
[AGENT][POSITIVE] Yes, yes, yes, she can continue this girl in the room.
[CUSTOMER][POSITIVE] And I mhm and she's fully verified [PII] and I'm emailing her the information about the OSC so she can set up a profile too.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, wonderful. Thank you, dear.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK, well, here comes the talk. Thanks, [PII]. OK, bye-bye.
[AGENT][NEUTRAL] OK. Bye.