AccountId: 011433970860
ContactId: d1d02021-f24f-4651-99a2-adb005dc9ac6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56900 ms
Total Talk Time (AGENT): 13527 ms
Total Talk Time (CUSTOMER): 20598 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d1d02021-f24f-4651-99a2-adb005dc9ac6_20250519T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I received this card and I have no idea.
[CUSTOMER][NEUTRAL] What exactly is this and what does it cover?
[AGENT][NEUTRAL] Sure, OK, um, so you received the card in the mail and you're just not sure what kind of policy this is?
[CUSTOMER][POSITIVE] That's correct, you know.
[AGENT][NEUTRAL] Sure I can get that pulled up.
[CUSTOMER][NEUTRAL] The reason I'm calling I'm.
[AGENT][NEUTRAL] Oh, go ahead. I'm sorry. No, you're OK.
[CUSTOMER][NEUTRAL] go ahead, sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the policy number or or pay ID number, what do you need?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?