AccountId: 011433970860
ContactId: af8e350c-c68f-4035-9aec-d377828657eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89059 ms
Total Talk Time (AGENT): 25679 ms
Total Talk Time (CUSTOMER): 23733 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/af8e350c-c68f-4035-9aec-d377828657eb_20250108T23:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if my if my insurance was still active.
[AGENT][NEUTRAL] You just wanted to see if your policy was still active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I could check that for you. uh, what was your name?
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I can hear you now.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[AGENT][NEUTRAL] Can you hear me [PII]?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, do you want a callback number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] I'm sorry, it's, it's breaking up quite a bit.
[AGENT][NEGATIVE] I, I'm having trouble understanding you.
[CUSTOMER][NEUTRAL] [PII]. Let me, let me give you a call back as well. Can I give you a call back?
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][POSITIVE] OK, I'll give you a call right back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bye bye.