AccountId: 011433970860
ContactId: e6b738c8-c0dd-40d4-8e5b-7c0826e0ba13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42409 ms
Total Talk Time (AGENT): 13478 ms
Total Talk Time (CUSTOMER): 24970 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e6b738c8-c0dd-40d4-8e5b-7c0826e0ba13_20241230T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] question for you.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] The policy number is 2,521,030.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am just checking to see if we have received any premiums for this group that have not been posted yet.
[AGENT][NEUTRAL] Um, everything that it has been received for the insured has been posted.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Just crazy and puts us in an awkward position. OK, I like to double check just to make sure. OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh bye-bye.
[AGENT][NEUTRAL] I