AccountId: 011433970860
ContactId: b079b1d1-802d-41e5-b26e-d7d012fe744d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107970 ms
Total Talk Time (AGENT): 9330 ms
Total Talk Time (CUSTOMER): 27492 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/b079b1d1-802d-41e5-b26e-d7d012fe744d_20250522T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I had a question concerning policy 00131493.
[AGENT][NEUTRAL] I'm so sorry. Uh, um, would you mind repeating that? I'm so sorry. I was not ready.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 000, that's OK. Uh 00131493.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And it, it belongs to [PII]. Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Hello?