AccountId: 011433970860
ContactId: cb1aba83-fe39-4d44-8705-07bcf277e4a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64018 ms
Total Talk Time (AGENT): 31322 ms
Total Talk Time (CUSTOMER): 39289 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/cb1aba83-fe39-4d44-8705-07bcf277e4a2_20250428T22:00_UTC.wav
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[CUSTOMER][NEUTRAL] He said to me.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I did just speak with a representative about verifying some insurance, um, for a customer. I'm not sure who I spoke with, but I guess I can just do it over again. I'm trying to verify some insurance and then I'm gonna need a, um, name and a reference number for the call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is this uh [PII]?
[CUSTOMER][NEUTRAL] Yes, I did I speak with you?
[AGENT][NEUTRAL] OK, yeah, yeah, it was me, yes, um, was this still for, uh, [PII]?
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, so you're just needing a reference number?
[CUSTOMER][NEUTRAL] Yes, and your name please?
[AGENT][NEUTRAL] Sure, so the reference number would just be my first name, last initial, and today's date. I so my name is spelled [PII] is A.
[CUSTOMER][POSITIVE] Perfect and you said today's date?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you so much, Ms. [PII]. I appreciate it. Alright, have a good one bye bye.
[AGENT][POSITIVE] All right, you're welcome. Of course, thank you. Have a good night. Thanks, bye bye.