AccountId: 011433970860
ContactId: d2e0abcd-b122-4642-84ac-3bd75b74fa4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 27399 ms
Total Talk Time (AGENT): 10890 ms
Total Talk Time (CUSTOMER): 13401 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d2e0abcd-b122-4642-84ac-3bd75b74fa4f_20250127T22:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi [PII], uh, I'm sorry, is this uh Consumer Credit Union?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] OK, so that's right, they transferred me to the right, wrong, uh, number. Thank you. I'm sorry.
[AGENT][NEUTRAL] Uh oh.
[AGENT][POSITIVE] Oh yeah of course no it's OK thank you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.