AccountId: 011433970860
ContactId: f42fb4f0-d834-4e43-ae79-017db8cc2734
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50020 ms
Total Talk Time (AGENT): 36418 ms
Total Talk Time (CUSTOMER): 17840 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f42fb4f0-d834-4e43-ae79-017db8cc2734_20250210T22:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], this is [PII], you had called a few minutes ago?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I, I just spoke with [PII]. He, he, he called me back. So I was trying to figure out his address because I couldn't make out that number for his address, but he says [PII].
[CUSTOMER][POSITIVE] That's correct, yeah, [PII].
[AGENT][NEUTRAL] OK, yeah, and I'm working on, uh, uh-huh, I'm working on getting this benefit, uh, process. It, it, we, when we send it to legal, they said we could just split the benefit between the four living children.
[CUSTOMER][POSITIVE] That's that's perfect. That's that's exactly right.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling me back, Mr. [PII].
[CUSTOMER][POSITIVE] Yeah thank you I appreciate your efforts on it.
[AGENT][POSITIVE] OK, you have a great day. Bye-bye. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye now.