AccountId: 011433970860
ContactId: bf22f42d-70cf-4d78-8c20-28f2d6ed9dfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136429 ms
Total Talk Time (AGENT): 35022 ms
Total Talk Time (CUSTOMER): 21638 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/bf22f42d-70cf-4d78-8c20-28f2d6ed9dfd_20250512T15:04_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I may have called the wrong number. I want to speak with someone in the cancer plan, please.
[AGENT][NEUTRAL] OK, one moment. I'll get you over to Cancer. May I have your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 007368888
[AGENT][NEUTRAL] May I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], my phone [PII].
[AGENT][NEUTRAL] And is this regarding your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment, [PII], and I'll get you over.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][POSITIVE] Thanks for holding, [PII]. No one is answering that line right now. So what I'll do is I'll put you back over and once the message line comes on, you can leave your information and they'll give you a call back as soon as possible.
[CUSTOMER][NEUTRAL] OK, go ahead, please.
[AGENT][POSITIVE] OK, one moment and thanks for calling American Public Life, [PII]. Have a great day. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sur.