AccountId: 011433970860
ContactId: ec840d2b-64b9-4c30-ba65-0e213cf16ff2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 34400 ms
Total Talk Time (AGENT): 23112 ms
Total Talk Time (CUSTOMER): 8988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ec840d2b-64b9-4c30-ba65-0e213cf16ff2_20250206T20:53_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, um, is this the 90 degrees, um, Health Insurance?
[AGENT][NEUTRAL] Oh no, this is American Public Life. Um, did you call?
[AGENT][NEUTRAL] For 90 degree benefits and then press option 2 by any chance?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I don't know why, but that always routes people to hear. If you call that number back and press option number 1, you'll get the 90 degree benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, OK. All right. Thank you so much.
[AGENT][POSITIVE] My pleasure. Best of luck to you.
[CUSTOMER][POSITIVE] OK. OK. All right, thank you. Bye, bye.
[AGENT][NEUTRAL] Bye bye.