AccountId: 011433970860
ContactId: ea1b9be9-006a-4db6-a340-07f442b7c07f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57720 ms
Total Talk Time (AGENT): 13450 ms
Total Talk Time (CUSTOMER): 28232 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/ea1b9be9-006a-4db6-a340-07f442b7c07f_20250213T19:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Ael. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm calling in regards to a policy that I have with y'all. I had received some information and I'm just trying to get some clarification.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can I get the policy number?
[CUSTOMER][NEUTRAL] 02525083
[AGENT][NEUTRAL] Your name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] I think I have
[CUSTOMER][POSITIVE] Look, I think I need to call you back. I apologize. OK, bye-bye.
[AGENT][POSITIVE] No problem, Miss [PII] thank you.