AccountId: 011433970860
ContactId: d9195996-26c2-43a5-927b-cdd4779f659d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75760 ms
Total Talk Time (AGENT): 20887 ms
Total Talk Time (CUSTOMER): 14591 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d9195996-26c2-43a5-927b-cdd4779f659d_20250529T16:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I wanna know how does insurance this insurance work?
[AGENT][NEUTRAL] Uh, OK, yeah, we can get your policy pulled up and take a look and see exactly what kind of policy, uh, you've got, um.
[AGENT][NEUTRAL] You said I'm sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you and then uh before we go any further [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?