AccountId: 011433970860
ContactId: b19c64a2-4552-47b4-abb4-6f48c68b93e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51049 ms
Total Talk Time (AGENT): 27502 ms
Total Talk Time (CUSTOMER): 11670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/b19c64a2-4552-47b4-abb4-6f48c68b93e0_20250522T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So yeah, I just need to get your mailing claims address, please.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] What exactly the name of this insurance company?
[AGENT][NEUTRAL] APL American Public Life.
[CUSTOMER][NEUTRAL] A P as in Paul, you said public?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm.