AccountId: 011433970860
ContactId: b554b5dd-43a8-4631-8046-ed73d9b0456e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70440 ms
Total Talk Time (AGENT): 20590 ms
Total Talk Time (CUSTOMER): 34210 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/b554b5dd-43a8-4631-8046-ed73d9b0456e_20250124T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, um, I needed to, I, um, I'm going to port my policy over from my company that decided not to use you guys this year and I'm calling back to pay for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, sure, let me see.
[CUSTOMER][NEUTRAL] And I've been like there's like lots of static or like you're mumbling, is that my phone or your phone?
[AGENT][NEUTRAL] Um, I'm not sure. Let me see if I can fix it. Give me one moment.
[AGENT][NEUTRAL] OK, can you hear me now? Is that any better?
[CUSTOMER][NEUTRAL] No, let me, can you call me back if I give you my phone number?
[AGENT][NEUTRAL] Yes ma'am, what's your name and your phone number?
[CUSTOMER][NEUTRAL] It's [PII], and my phone number is [PII], [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that and I'll give you a call right back, OK?
[CUSTOMER][POSITIVE] OK, thank you.