AccountId: 011433970860
ContactId: c8996a61-970d-4ea1-8855-76c969e16928
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42720 ms
Total Talk Time (AGENT): 14198 ms
Total Talk Time (CUSTOMER): 31509 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c8996a61-970d-4ea1-8855-76c969e16928_20250204T15:22_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII] hey this is [PII]. I'm, I am trying to do this on my own. I'm trying to see if I can remember, but I, I need some assistance. I am trying to, I am trying to update a phone number in a member's, um, policy. I and I forgot the screen to do it. I'm so sorry, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, you're totally fine. It's [PII] [PII]
[CUSTOMER][POSITIVE] [PII], my gosh. Oh my gosh, girl, let me see real quick. Oh cool dad. Oh, OK, thank you so much. OK, you have a great day. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye bye bye.