AccountId: 011433970860
ContactId: cd887638-96e5-4eae-b8e0-733bff295f6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 26170 ms
Total Talk Time (AGENT): 7560 ms
Total Talk Time (CUSTOMER): 12418 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/cd887638-96e5-4eae-b8e0-733bff295f6c_20250407T14:26_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling because is this, is this USA softball is this?
[AGENT][NEUTRAL] No, this is [PII].
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] American Public Life Insurance Company.
[CUSTOMER][POSITIVE] What? OK, thank you. I'm so sorry. Thank you.
[AGENT][POSITIVE] OK, thanks for