AccountId: 011433970860
ContactId: c1447586-3d40-45ca-a3ca-046b87cbced4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 15710 ms
Total Talk Time (AGENT): 7619 ms
Total Talk Time (CUSTOMER): 9123 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c1447586-3d40-45ca-a3ca-046b87cbced4_20250124T14:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is. How may I help you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] I'm sorry, did I call [PII]? I'm sorry, did I call [PII]?
[AGENT][NEUTRAL] No, this is the APL insurance.
[CUSTOMER][POSITIVE] Oh, I called the wrong number. Thank you so much. Sorry. You too, bye bye.
[AGENT][POSITIVE] No worries have a good day bye bye.