AccountId: 011433970860
ContactId: cae1e78d-1b66-4b1b-8f10-e991beaaeae4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37799 ms
Total Talk Time (AGENT): 12910 ms
Total Talk Time (CUSTOMER): 25528 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cae1e78d-1b66-4b1b-8f10-e991beaaeae4_20250623T22:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I think we just spoke, um, I was calling regarding, um, insurance verification to see if eligibility for, uh, [PII]. I forgot to ask.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, I forgot to ask, um, because I know I gave you a policy number, but you said that that wasn't correct. I was wondering if I could get the correct policy number for him.
[AGENT][NEUTRAL] Sure. Um, it's 214-8914.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it that's all I needed thank you.
[AGENT][POSITIVE] Yes, ma'am, you're welcome. Thank you. You're welcome. Bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.