AccountId: 011433970860
ContactId: acd535fc-04ee-412b-ac4f-7c723cfb7c58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116139 ms
Total Talk Time (AGENT): 14958 ms
Total Talk Time (CUSTOMER): 38351 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/acd535fc-04ee-412b-ac4f-7c723cfb7c58_20250612T16:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, my name is uh [PII]. I, I was calling on behalf of my, uh, brother, [PII]. Uh, he, he, he, uh, he, he died, uh, teased two days ago, and, uh, I have right here with me, his wife, I mean, his, uh, uh, fiancee [PII]. And so we were trying to call to check on his, uh, his life insurance policy.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, OK, so, um, we're needing to file a claim for that, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, a life insurance, yes ma'am.
[AGENT][POSITIVE] Got it. OK, um, we can definitely get that checked out. [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] And phone is she's she's gonna put old.