AccountId: 011433970860
ContactId: e45af18d-e471-4e34-8917-23fedf9a641d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84309 ms
Total Talk Time (AGENT): 25826 ms
Total Talk Time (CUSTOMER): 28276 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e45af18d-e471-4e34-8917-23fedf9a641d_20250313T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Yeah I'm calling concerning a policy that my wife had. He recently died and, and I need to see what I need to do about canceling this policy.
[AGENT][NEUTRAL] OK, yeah, I can help you get that canceled um what was your name? I'm sorry.
[CUSTOMER][NEGATIVE] I'm sorry, your, your conversation is really broken at times.
[AGENT][NEUTRAL] Uh oh, I'm sorry, can you hear me OK?
[CUSTOMER][NEUTRAL] I can hear you OK sometimes and then sometimes you go away completely.
[AGENT][NEUTRAL] Oh no, I'm sorry. um, can I get your name please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You went away again.
[AGENT][NEUTRAL] What was your name, sir?
[CUSTOMER][NEUTRAL] Uh, I can't hear you most of the time.
[AGENT][NEUTRAL] Can I get a call back number from you and I could try giving you a call back.
[CUSTOMER][NEUTRAL] Sure, sure. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what was the name
[CUSTOMER][NEUTRAL] Uh, I can't hear you.
[AGENT][POSITIVE] OK alrighty let me give you a call back.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.