AccountId: 011433970860
ContactId: d06fd5eb-c9eb-4ba3-ac7d-7d26d6dc92fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54880 ms
Total Talk Time (AGENT): 19783 ms
Total Talk Time (CUSTOMER): 25267 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/d06fd5eb-c9eb-4ba3-ac7d-7d26d6dc92fa_20250523T14:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, I did one. I was actually on the phone with billing and the phone, I guess we got disconnected somehow.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a policy number with us, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, I do. Um, that policy number is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][POSITIVE] No, go ahead. I'm so sorry.
[CUSTOMER][NEUTRAL] OK, the policy number is 023.
[CUSTOMER][NEUTRAL] 616-71
[AGENT][NEUTRAL] OK, do you remember the representative you were speaking with?
[CUSTOMER][NEUTRAL] OK, I think
[CUSTOMER][NEUTRAL] I think she's calling in now.
[AGENT][NEUTRAL] OK. All right, Mr. [PII].
[CUSTOMER][POSITIVE] Thank, thank you.
[AGENT][POSITIVE] You're welcome. Have a great weekend.
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.