AccountId: 011433970860
ContactId: d9d49dee-0c03-4d48-a912-8b5b9daa039e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 33759 ms
Total Talk Time (AGENT): 9409 ms
Total Talk Time (CUSTOMER): 15077 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/d9d49dee-0c03-4d48-a912-8b5b9daa039e_20250623T19:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. Um, I have a member that has a, um, that wants to know about canceling his policy.
[AGENT][NEUTRAL] Um, OK, so that, that should go to the care team.
[CUSTOMER][NEUTRAL] Oh, I don't see that option out there.
[AGENT][NEUTRAL] Um, it should be, it should say APL care.
[CUSTOMER][NEUTRAL] It I, I did not see that. OK, let me try again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you