AccountId: 011433970860
ContactId: e1f8c833-cfdd-40bb-a30c-452c235442bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48290 ms
Total Talk Time (AGENT): 17190 ms
Total Talk Time (CUSTOMER): 18340 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e1f8c833-cfdd-40bb-a30c-452c235442bd_20250123T22:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I had a question about my, um, prescription coverage.
[AGENT][POSITIVE] Alright, [PII], I'm happy to take a look at your policy. What is the policy number? Do you have that?
[CUSTOMER][NEUTRAL] It's 02097331.
[AGENT][NEUTRAL] Alright thank you let me just pull this up here one moment.
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I called the wrong people.
[AGENT][POSITIVE] That's OK, no worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] No worries [PII], have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.