AccountId: 011433970860
ContactId: d81f1b11-9be7-4ad5-abab-3a43792c9932
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49900 ms
Total Talk Time (AGENT): 7820 ms
Total Talk Time (CUSTOMER): 23017 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/2025/01/27/d81f1b11-9be7-4ad5-abab-3a43792c9932_20250127T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, hi, my name is [PII]. How are you this afternoon?
[AGENT][POSITIVE] I'm great, Ms. [PII].
[CUSTOMER][NEUTRAL] Well, that's good to hear. I am with Heritage Memorial Funding and we are working on a funeral home assignment that we've submitted to you guys and I'm trying to see if that's been received.
[AGENT][NEUTRAL] OK, what's that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's 154356.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes