AccountId: 011433970860
ContactId: cf9b8411-5dd7-456e-8279-ad53b5405e20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 19729 ms
Total Talk Time (AGENT): 7588 ms
Total Talk Time (CUSTOMER): 8680 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/2025/03/31/cf9b8411-5dd7-456e-8279-ad53b5405e20_20250331T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I have some questions on some bills that I have here.
[AGENT][POSITIVE] May I have your policy number? I'll be happy to help you.
[CUSTOMER][NEUTRAL] Sure, um, oh, can you hold on one second? I'm sorry.
[AGENT][NEUTRAL] Yes.