AccountId: 011433970860
ContactId: f0ca8829-b0c9-4435-82b7-3b1e688f0b5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87660 ms
Total Talk Time (AGENT): 19098 ms
Total Talk Time (CUSTOMER): 32860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f0ca8829-b0c9-4435-82b7-3b1e688f0b5f_20250409T21:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check my account, see if it's in good standing, update payment methods, all that good stuff.
[AGENT][NEUTRAL] OK, so we're just needing to make sure it's active and then uh how you make the payments.
[CUSTOMER][NEUTRAL] Yeah, I'd like to pay for it for the year and then update my um.
[CUSTOMER][NEUTRAL] Information
[AGENT][NEUTRAL] OK, sure, we can take a.
[CUSTOMER][NEUTRAL] My credit card information or whatever.
[AGENT][POSITIVE] Absolutely we can take a look at that. What was your name?
[CUSTOMER][NEUTRAL] [PII] and I might be able to find my account number.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] online. How about [PII].
[CUSTOMER][NEUTRAL] [PII] for [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, that was your policy number um let's see.
[CUSTOMER][NEUTRAL] Let's see, what? You cut out.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.