AccountId: 011433970860
ContactId: cde6b01e-5da2-41c9-a460-b1a48647618c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 17979 ms
Total Talk Time (AGENT): 12468 ms
Total Talk Time (CUSTOMER): 5272 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/cde6b01e-5da2-41c9-a460-b1a48647618c_20250107T20:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, is this Social Security?
[AGENT][NEUTRAL] No, it isn't. This is American Public Life Insurance.
[CUSTOMER][NEUTRAL] Oh, I'm
[CUSTOMER][NEUTRAL] I'm sorry, got the wrong number.
[AGENT][POSITIVE] Oh, that's OK. That's all right. I have, thank you again for calling.