AccountId: 011433970860
ContactId: f10da11c-95ab-4165-93aa-4839705311b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 29899 ms
Total Talk Time (AGENT): 15329 ms
Total Talk Time (CUSTOMER): 9329 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f10da11c-95ab-4165-93aa-4839705311b5_20250530T16:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good, excuse me. Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], is this American Financial Security Life Insurance Company that I've dialed?
[AGENT][NEUTRAL] Hm. No, ma'am, it isn't. This is American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK, I'm sorry I got the wrong number thank you.
[AGENT][POSITIVE] Oh, that's OK. Well, you're welcome and thank you again for calling APL. I hope you have a nice weekend.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.