AccountId: 011433970860
ContactId: ee0af2a1-d7f1-48d1-b6a5-04891eb8e36b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276589 ms
Total Talk Time (AGENT): 21127 ms
Total Talk Time (CUSTOMER): 32481 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ee0af2a1-d7f1-48d1-b6a5-04891eb8e36b_20250106T21:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. I have been a customer since I think [PII], and I've got a question. I was just going through my stuff at the first of the year trying to verify things and I, can I give you my account number?
[CUSTOMER][NEUTRAL] Or my poly certification policy.
[AGENT][POSITIVE] Yes, Miss [PII], you sure can.
[CUSTOMER][NEUTRAL] It's 93589.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Miss [PII], can you also give me your call back number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] I'm sorry, you're, you're ordering on me, give you what?
[AGENT][NEUTRAL] Your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, my call information is [PII].
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] Let me pull your policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?