AccountId: 011433970860
ContactId: c06a45ce-d302-4f9b-a82f-d048c3fc31ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41860 ms
Total Talk Time (AGENT): 17380 ms
Total Talk Time (CUSTOMER): 22667 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c06a45ce-d302-4f9b-a82f-d048c3fc31ed_20250106T18:02_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Is this airlines?
[AGENT][NEUTRAL] This is [PII] sorry, how can I help you?
[CUSTOMER][NEUTRAL] How can I help you? This is [PII] calling from the provider office. Is this airlines?
[AGENT][NEUTRAL] Are you saying is this out of line?
[CUSTOMER][NEUTRAL] Are you saying.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, my name is [PII]
[CUSTOMER][NEUTRAL] Uh, is this airlines insurance?
[AGENT][NEUTRAL] We're American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK, can you provide me the
[CUSTOMER][NEUTRAL] Uh, airlines uh insurance uh number.
[AGENT][NEUTRAL] I'm sorry, I'm not really sure who that insurance carrier is. It seems like a different company.
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][POSITIVE] OK, thank you.