AccountId: 011433970860
ContactId: cfd1a7d6-45cb-4215-a639-b9a1a95f49b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84360 ms
Total Talk Time (AGENT): 33712 ms
Total Talk Time (CUSTOMER): 19571 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/cfd1a7d6-45cb-4215-a639-b9a1a95f49b7_20250425T19:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name's [PII]. Could I give you my policy number or claim number?
[AGENT][NEUTRAL] Uh, could I get a callback number, uh, first?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, your phone cut out after [PII].
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][MIXED] OK, our connection is a little bad, but I did get it. OK, and what is your policy number?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 3 221.
[AGENT][NEUTRAL] I'm sorry, you are cutting out. uh, let's try it one more time.
[CUSTOMER][NEUTRAL] OK, I'll call back.
[AGENT][POSITIVE] You sure we can try it one more time.
[CUSTOMER][NEUTRAL] 257
[CUSTOMER][NEUTRAL] 3221.
[AGENT][NEUTRAL] OK, I got 2573221.
[AGENT][NEGATIVE] Yeah, I'm sorry, the connection is bad. You may have to call back.
[AGENT][NEUTRAL] Hello.