AccountId: 011433970860
ContactId: e81704f3-acbe-4f70-90f5-e2b9cb58e47f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75769 ms
Total Talk Time (AGENT): 31691 ms
Total Talk Time (CUSTOMER): 38379 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e81704f3-acbe-4f70-90f5-e2b9cb58e47f_20250203T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with Commonwealth Restoration Specialist. Looks like our group number is 26915 and we received an invoice that I'm trying to figure out what it's for, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it looks like, it looks like it's for insurance, but I'm not sure what type of insurance. We have several plans.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can help you with that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I do see uh Commonwealth restoration. I don't show you as the contact person though, Ms. [PII].
[CUSTOMER][NEUTRAL] Who is the contact person?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] OK, I'll get with her and get her to call in and find out what this is for.
[AGENT][POSITIVE] Yes, Ms. [PII]. Thank you so much.
[CUSTOMER][NEUTRAL] Cause I'm not sure. She brought it is, is it life insurance or you can't tell me?
[AGENT][NEUTRAL] I can't give information unless it's the contact person. I, I apologize.
[CUSTOMER][POSITIVE] OK, I'll get her to give you a call right.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. Thank you so much. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm bye bye.