AccountId: 011433970860
ContactId: bb891567-dc05-4535-8375-2f5604248c8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36479 ms
Total Talk Time (AGENT): 16461 ms
Total Talk Time (CUSTOMER): 16781 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/bb891567-dc05-4535-8375-2f5604248c8b_20250108T19:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi
[CUSTOMER][NEUTRAL] Um, is this Social Security?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] No, it isn't. This is American Public Life Insurance.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Let me see if I did, is it [PII]?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Oh, it was me. OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you again for calling APL. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Yes, ma'am