AccountId: 011433970860
ContactId: bf043856-8a80-450d-bc8d-2da472e9ea25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 23690 ms
Total Talk Time (AGENT): 11201 ms
Total Talk Time (CUSTOMER): 7779 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/bf043856-8a80-450d-bc8d-2da472e9ea25_20250527T16:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Is this American Financial Security life insurance?
[AGENT][NEUTRAL] No, ma'am, this is American Public Life or APL.
[CUSTOMER][NEUTRAL] Oh OK, I'm sorry I got the wrong number.
[AGENT][POSITIVE] No, you're fine. Uh, thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Mm bye.