AccountId: 011433970860
ContactId: dd025aec-d3c6-4110-afd5-e7216221a863
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56180 ms
Total Talk Time (AGENT): 12289 ms
Total Talk Time (CUSTOMER): 24308 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/dd025aec-d3c6-4110-afd5-e7216221a863_20250203T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. Good afternoon. How are you doing? Um, my mother just, OK, my mother just passed and we found some paperwork about her um her life insurance and we wanted to check in and see. OK, it's been since [PII], um, OK, do you need the policy number?
[AGENT][POSITIVE] Doing well, how are you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, before that, can I get, what was your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, and uh what was your mother's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Hello?