AccountId: 011433970860
ContactId: b8e9f4ff-60a8-46f7-bdf0-eb5e402b840a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94180 ms
Total Talk Time (AGENT): 20209 ms
Total Talk Time (CUSTOMER): 35581 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b8e9f4ff-60a8-46f7-bdf0-eb5e402b840a_20250114T15:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. I'm calling to get eligibility on one of your members.
[AGENT][NEUTRAL] OK, I can help you with this, [PII]. Can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Sure. A as in apple, N November Whiskey, 942 W as in Whiskey, 08507.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. This is American Public Life.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, well, let me take a look. Please bear with me, [PII].
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][POSITIVE] OK. Um, I will need to call back, but I thank you for your time, [PII], OK?
[AGENT][POSITIVE] Uh no problem, [PII] you have a wonderful day. Thank you for calling APO bye bye.
[CUSTOMER][NEUTRAL] Likewise. OK, bye.