AccountId: 011433970860
ContactId: bd8c1746-b88d-476e-b64a-6f174c663178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 46200 ms
Total Talk Time (AGENT): 19258 ms
Total Talk Time (CUSTOMER): 19192 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/bd8c1746-b88d-476e-b64a-6f174c663178_20250605T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is Pen American Life Insurance?
[AGENT][NEUTRAL] This is American Public Life Insurance, APL.
[CUSTOMER][NEUTRAL] But it's, but it's not the same Pan American life.
[AGENT][NEUTRAL] Con American Life starts with a C like Charlie.
[CUSTOMER][NEUTRAL] Is P P A M Pan American Life?
[CUSTOMER][NEUTRAL] Insurance group, is not the same?
[AGENT][NEUTRAL] No, we're APL, so A as in apple, P as in Peter, L as in Lincoln.
[CUSTOMER][NEUTRAL] Oh, it's different, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][POSITIVE] Thank